• Own customer progression through defined lifecycle stages (Onboarding, Adoption, Renewal) • Drive activation and ensure customers achieve first value in a timely manner • Monitor customer health using usage data and lifecycle signals, proactively mitigating risk • Execute targeted interventions based on customer health (e.g., Red/Yellow/Green) • Support structured onboarding and guide customers through Velixo Academy and training resources • Ensure smooth handoff from Sales and/or Partners into onboarding • Collaborate with partners to support shared customers, adapting to different delivery models • Support renewal processes through proactive engagement and early risk identification • Identify opportunities for customer advocacy and communicate feedback to Product and internal teams • Serve as a trusted advisor, guiding customers through their post-sales journey and maximizing their Velixo investment • Collaborate with Sales and Reseller Partners to strengthen customer relationships and identify expansion opportunities.

Role Description We are currently looking for a Customer Success Manager to join our team. EquipNet’s Customer Success Managers lead the execution of project plans by: - Directing resources and activities to successfully liquidate assets under scope by agreed deadlines. - Working as a direct point of contact with clients to ensure client satisfaction and improve areas of dissatisfaction. - Assisting Project Managers and Account Leaders with certain admin functions (data collection, scheduling, meeting minutes, etc.). - Having basic logistics coordination responsibilities. The most successful Customer Success Managers are organized, have great communication skills, and the ability to communicate effectively (both internally within EquipNet and externally with our clients). The successful candidate will also be able to: - Manage assigned projects through to completion. - Effectively build customer relationships that promote retention and loyalty. - Coordinate resources available to ensure project success. - Ensure client expectations and deadlines are met. - Support Project Managers on specific activities including absence cover. - Support Account Leaders with generating client data, presentation materials, and general admin work. - Work in close partnership with all departments, particularly Logistics, Sales, and Finance. - Develop and maintain project records and documentation. - Manage and coordinate logistics activity. - Demonstrate tenacity in work activities. Qualifications - Minimum of 2 years Customer Success/Customer Support experience (preferably in manufacturing or industrial products). - Microsoft Suite (Microsoft 365) proficiency, specifically in Excel and PowerPoint. - Excellent planning, organizing, and networking skills. - Enthusiastic, highly driven, able to cope under pressure and meet targets. - Excellent commercial acumen. - A natural communicator with excellent negotiation, presentation, persuasive, and interpersonal skills. - Technical aptitude and the ability to learn and support new system implementation or changes.

• Drive business value for customers through the use of SwiftMR • Engage with customers to provide best practices to maximize the value of our solution • Install and configure the MRI enhancement solution at new customer sites • Provide comprehensive training to customers on product usage • Address and resolve inquiries related to product performance, image quality, and usage • Educate channel partners on product installation and best practices • Work closely with Head of Customer Success and Business Development Managers • Align with the Product Operations team based in Seoul HQ

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