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 from the Temasek Foundation (one of 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 that provides a reduction in the 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 comprising 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.
Job Summary
We are searching for a dynamic and motivated individual to join our team as a Customer Success Specialist. In this pivotal role, you will be entrusted with ensuring an exceptional user experience and client satisfaction. Your responsibility will involve cultivating strong relationships with clients, comprehending their needs, addressing concerns, and guiding them toward successful outcomes. The ideal candidate must possess outstanding communication skills, a customer-centric approach, and the capability to establish and uphold relationships.
Responsibilities:
- Be the main contact for our customers, building strong relationships and making sure their voices are heard within Kinexcs.
- Help customers get started with our products and guide them through the process.
- Keep an eye on how customers are using our products, offering advice on how they can achieve optimal results.
- Respond to any questions or issues customers have in a friendly and timely manner.
- Collaborate with different teams like product, support, and operations to solve problems and meet customer needs.
- Learn all about our products and stay up-to-date with new features and trends.
- Review clinical protocols, handle grant submissions, and manage other clinical and administrative tasks necessary for conducting clinical work.
- Lead as well as support the sales of products to clients, ensuring effective communication and understanding of their needs and achievement of sales targets set by the company.
- Work with customers to set and track goals, creating plans to help them succeed.
- Identify opportunities to suggest other products or services that could enhance customer experience.
- Gather feedback from customers and share it with our team to continuously improve our products.
- Ensure customer satisfaction, fostering long-term relationships and retention.
- Regularly engage with customers to check on their experiences, address concerns, and learn from their feedback.
- Be a friendly face for Kinexcs, sharing success stories and promoting our products to potential customers.
- Perform other related or unrelated duties as assigned by the company from time to time.
What You Need:
- Diploma or Bachelor's degree in a relevant field (preferably in Healthcare or science-related field), or equivalent practical experience.
- Willingness to travel when required.
- Ownership of a motorbike or possession of a valid motorbike license in Singapore will be an added advantage (transport allowance provided).
- Proficiency in both written and spoken English. Proficiency in Mandarin, Tamil, or Malay would be an additional advantage.
- Minimum of 2 years experience in customer-facing roles, with a strong preference for candidates with experience in medical or wellness-related industries.
- Excellent written and verbal communication skills, with the ability to effectively engage with clients and build rapport.
- Strong problem-solving and analytical skills, with the capacity to identify and address customer needs and challenges.
- Demonstrated ability to manage multiple clients and effectively prioritize tasks.
- Self-motivated, proactive, and capable of both independent work and collaborative teamwork.
