Customer Success Specialist

**Company Description**

Kinexcs is an AI-driven digital health platform and wearables company with a mission to enable and empower people for mobility and a better quality of life. It is focused on reducing the burden of musculoskeletal conditions, which affects about 25% of the world's population. Their 1st product, KIMIA Recover, a continuous monitoring device for the knee joint, has obtained CE marking and HSA approval, and booked revenues from large implant companies and hospitals. It has recently won the Innomatch grant by the Temasek Foundation (one of the 6 among 256 companies across 32 countries), and is currently deployed in some of the largest public hospitals in Singapore. KIMIA Recover is a comprehensive recovery management solution providing reduction in number of hospital visits and complications. The product was also the National Winner and International Top 20 of the prestigious James Dyson Award 2020, and has gained traction with major public hospitals and orthopedic clinics. Their digital therapy platform, consisting of KIMIA Assess and KIMIA Move products, uses artificial intelligence technology for digital MSK assessment and therapy. This platform is capable of providing pre-consultation assessments and real-time exercise guidance and feedback to musculoskeletal patients, and is being adopted by some of the largest private healthcare providers in the region, along with large corporate players.

Website: Kinexcs

**Job Summary**

**Responsibilities**
- Serve as the primary point of contact for assigned customers, building strong relationships and acting as their advocate within the company
- Conduct customer onboarding sessions to assist customers in the implementation and adoption of our products or services
- Proactively monitor product usage, identify potential issues or areas for improvement, and provide guidance on best practices
- Respond to customer inquiries, concerns, and escalations in a timely and professional manner
- Collaborate with cross
- functional teams, including product, support, and sales, to address customer needs and resolve issues.
- Develop and maintain a deep understanding of our products or services, staying up to date with new features and industry trends.
- Collaborate with customers to define and track success metrics and goals, and develop customized success plans to help them achieve their objectives.
- Identify opportunities for upselling or cross
- selling additional products or services that align with customer needs.
- Gather customer feedback and insights to provide input to the product team for continuous improvement.
- Monitor customer health and proactively take actions to drive customer retention and growth.
- Conduct regular business reviews with customers to assess their satisfaction, address any concerns, and identify opportunities for improvement.
- Act as a customer advocate within the company, promoting customer success stories and acting as a reference for potential customers.

**Qualifications**
- Diploma or Bachelor's degree in relevant domains, or equivalent experience
- Willing to travel
- Owns a motorbike or has a valid motorbike license in Singapore (transport allowance will be offered)
- Proficient in both written and spoken English. Mandarin, Tamil, or Malay will be an added advantage
- Minimum 2 years’ experience in customer-facing roles, such as customer service, account management, sales, or customer support, etc. Experience in medical or wellness related industries would be highly preferred.
- Excellent communication skills, both written and verbal, with the ability to effectively engage and build rapport with clients
- Strong problem-solving and analytical skills, with the ability to identify and address customer needs and challenges
- Demonstrated ability to manage multiple clients and prioritize tasks effectively
- Self
- motivated, proactive, and able to work independently as well as part of a team

**Job Types**: Full-time, Permanent

**Salary**: From $1.00 per month

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

Work Location: In person