Technical Customer Success Lead

Omniscient seeks a Technical
Customer Success Lead to advance the Customer Success Team in improving customer support and meet Support Level Goals.

We are seeking a technically savvy individual to join our machine-learning driven tech start-up and lead the technical division of our customer success operations. The ideal individual would be highly motivated to work with the adopters of cloud-based medical informatics software and use that expertise to drive success with new and potential customers. Experience in the medical imaging space working with PACS and Hospital IT is ideal.

The position will require and develop a high level of experience in customer success/support for a medical device/imaging company. The work will be primarily remote, supporting the Quicktome product and its customers’ utilization. This support can include pre-sales activities, support implementation plans, and troubleshooting and triaging customer complaints. The ideal candidate would be located in the Eastern US or Canada. Some travel to customer sites may be required and may involve interacting directly with the clinical end-users of our software.

As a key member of a cutting-edge machine-learning driven tech start-up, we are looking for an individual that can make an immediate impact to grow and support strategic initiatives to back our business, technical, and clinical teams.

Omniscient (o8t®) is the world leader in using AI to decode the human brain—a field known as connectomics. Our mission is to improve the lives of billions through connectomics. Today, Omniscient’s connectomic analysis platform, Quicktome®, generates personalized, patient-specific maps of an individual’s brain networks, or connectome. These critical insights inform prognosis and planning across neurologic conditions, from cranial surgery and neuro-oncology to stroke and beyond.

Tomorrow, Omniscient is poised to revolutionize brain health and help conquer conditions such as Alzheimer’s disease and depression through truly personalized brain medicine.

Our products deliver these insights with enterprise-grade efficiency and usability, enabling broader access to vital subject-specific neurological insights.

Since founding, we have grown exponentially and achieved several world firsts with the development of the world’s first connectomic neurosurgical planning and visualization platform to be cleared by regulatory bodies. Omniscient recently expanded its product offering to include the first FDA-cleared neurological planning and visualization tool using resting-state fMRI, opening up new horizons for clinicians to assess brain connectivity and function in cases such as brain surgery, stroke, disorders of consciousness, and oncology.

With continued development, we intend to improve the lives of billions with both medical and non-medical products and services that drastically change how the human brain is understood, treated, and even enhanced.

• 5+ years of relevant experience in a technical support, customer success, or field service role within a medical device/imaging company.
• Proven expertise in medical imaging workflow and DICOM file exchange, with experience working with PACS and Hospital IT environments. MRI and brain imaging experience is strongly preferred.
• Strong working knowledge of support systems, including CRM systems and Quality Management Systems (QMS).
• Experience with containerization software (e.g., Docker) and comfort working at a command console-level (Linux/CLI) to troubleshoot remote-based systems.
• Knowledge of EPIC integrations with hospital systems.
• Bachelor’s degree (or two-year technical degree with equivalent experience).
• Exceptional interpersonal and presentation skills with the ability to clearly communicate complex technical issues to both IT staff and clinical end-users.
• Dynamic, independent, and flexible thinking to support new and evolving technological solutions.
• Self-starter able to work independently with little or no supervision.
• Ability to speak Spanish in a professional capacity is a significant plus.
• Must be fully remote and located in the Eastern US or Canada time zone.