Role Description We are looking for a Customer Success Manager to be the trusted advisor to our customers. The expected role is to drive business value for customers through the use of SwiftMR, and engage with customers to provide our best practices to maximize the value of our solution. - Install and configure the MRI enhancement solution at new customer sites, including optimizing MRI scan parameters and integrating with customers' IT infrastructure. - Provide comprehensive training to customers on product usage to ensure optimal outcomes and satisfaction. - Address and resolve inquiries related to product performance, image quality, and usage. - Educate channel partners on product installation, MRI scan parameter setups, and best practices to ensure success. - Work closely with the Head of Customer Success and Business Development Managers to align sales priorities, drive renewals, and implement customer success strategies. - Align with the Product Operations team based in Seoul HQ with new version training and rollout timelines, as well as escalating cases and feature requests from customers. Qualifications - A BA/BS degree, radiographer qualification, or equivalent professional experience. - 2+ years as an MRI Application Specialist or Engineer, with expertise in MRI protocol optimization, preferably in a clinical setting. - Proven ability to troubleshoot and resolve complex technical issues, particularly related to MRI image quality. - Interest in IT, with a willingness to learn about network and software troubleshooting. - Demonstrated responsibility and proactiveness in addressing urgent customer inquiries and collaborating with team members to resolve issues. - Strong verbal and written communication skills in English; proficiency in German is a significant advantage. - Passion for staying updated on new technologies and leveraging this knowledge to deliver exceptional customer value. - An open-minded and creative individual, well-suited to an innovative scale-up environment with the flexibility to adapt to evolving needs. - Availability to travel primarily within the DACH region, with occasional trips to other EMEA locations and South Korea. Work Conditions and Environment - Work type: Full time under EOR - Work from home, with occasional business travel - Collaborate with team members around the country and the world - Paid Time Off (30 days) - Onboarding gifts and home office supplies - Training & Development Hiring Process - Document Screening - Cognitive Assessment - Competency-based interview (Hiring manager, HR) - Competency-based interview (Peer interview, HR) - Culture-fit Interview (CEO) - Onboarding

• Analyze customer behavior and optimize product usage • Onboard new customers • Develop tailored implementation concepts • Maintain regular contact with customers to measure customer satisfaction

Role Description We are seeking a dynamic Customer Success Manager to drive customer retention, expansion, and advocacy within our LAER (Land, Adopt, Expand, Renew) go-to market model. This role is critical to ensuring customer success throughout their lifecycle, maximizing ARR growth, and preventing churn through proactive relationship management and strategic account planning. Our clients are blue chip organisations. - Build and maintain strong relationships across all customer stakeholder levels (C-suite to end users) - Lead post-sale onboarding and implementation to drive product adoption and time-to-value - Identify and qualify expansion opportunities, collaborating with sales teams to grow account ARR - Own renewal strategy and execution, ensuring high retention rates and contract value preservation - In partnership with Key Account Manager, develop and execute comprehensive account plans aligned with customer business objectives - Monitor and analyse customer health metrics, usage patterns, and adoption trends to identify risks and opportunities - Proactively engage with customers to understand their strategic direction and evolving needs, conducting regular business reviews, health checks, and strategic planning sessions - Act as customer advocate internally while representing company interests externally - Coordinate crossfunctional teams (Support, Product, Engineering, Sales) to deliver customer outcomes - Develop and implement customer training programs and enablement initiatives - Manage customer-impacting programs (upgrades, migrations, product changes) - Track and report on customer satisfaction, Net Promoter Score, and key success metrics Qualifications - Bachelor’s degree or equivalent experience gained in a commercial environment. - Extensive Credit Risk or Fraud Domain experience. - Experience with managing SaaS solutions for tier one financial services institutions. - The ability to understand client’s objectives, support and guide their thought process to identify success criteria. - Proven track record managing customer renewals with high retention rates - Creative thinker with the ability to manage complex, multi-stakeholder customer relationships. Benefits - An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others. - The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences. - Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so. - An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie. Company Description At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics. You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more. - Credit Scoring — FICO® Scores are used by 90 of the top 100 US lenders. - Fraud Detection and Security — 4 billion payment cards globally are protected by FICO fraud systems. - Lending — 3/4 of US mortgages are approved using the FICO Score. Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We help many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people – just like you – who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!

• Provide exceptional customer service while demonstrating product and industry knowledge, communicating with our users across several channels – email, chat, and social media • Respond to user complaints, requests, and inquiries in a professional and timely manner, practicing conflict resolution abilities and effective communication skills • Assist Regulatory Operations, Compliance, and other internal teams with ad hoc requests and additional fraud reviews as needed • Support the interdepartmental (Operations, Fraud) needs as it pertains to user interactions and our DFS product • Review player deposit and withdrawal transactions for potential fraud to ensure accounts are correctly maintained