Customer Success Associate

Who are Heidi?

Heidi is on a mission to half the time it takes to deliver world class care. 

We believe that in 2050 every clinician will practice with AI systems that free them from administrative burden and increase the quality and accessibility of care to patients across the world. 

Today, we have a suite of tools that modernize documentation. Tomorrow, we’ll equip every healthcare org with AI assistants that undo the tediums of clinical & non clinical work

Our team is a potent mosaic of sage, accomplished  leaders & brilliant polymaths hungry to prove it. We achieve in 6 months what it takes our competitors 4 years to do.

We’ve  raised our $10M Series A led by Australia's largest VC firm, Blackbird Ventures and in the midst of our next raise, with an ambitious global go-to-market strategy starting with the US & UK. 

We are seeking a proactive Customer Success Associate to join our dynamic Melbourne team as we move into hyper growth!

What you’ll do:

• Implement Projects: Co-ordinate the onboarding of new clinics and enterprise clients, ensuring seamless integration of Heidi's tools into their workflows.

• Onboarding & Training: Guide new users through setup, providing tailored training sessions and resources.

• Drive Customer Adoption: Develop strategies to increase user engagement and satisfaction, fostering long-term relationships.

• Enhance Retention: Implement initiatives that promote continued use and love for Heidi's products among clinicians.

• Ongoing Customer Engagement: Conduct check-in calls with customers, offering ongoing support, resources, and best practices to enhance their confidence and proficiency in using Heidi

• Accelerate Growth: Deliver with a growth mindset, using strong business acumen to identify opportunities that benefit the customer.

• Improve Systems: Each interaction will consider Customer Success with a holistic view of the company direction and needs of our customers.

• Troubleshooting: Resolve technical issues, collaborating with the support team for complex problems.

• Feedback Collection: Gather insights from users to inform product improvements and enhance support strategies.

• Documentation: Maintain and update user guides, FAQs, and support materials.

• Reporting: Compile reports on user engagement and satisfaction to inform decision-making.

What we will look for:

• Educational Background: Pursuing or recently completed a degree in Healthcare, Computer Science, Business, Health Informatics, or related field; or 2+ years of experience in customer solutions within tech, healthcare innovation, or business consultancy.

• Project Management Skills: Interest or experience in leading projects and coordinating teams.

• Communication Skills: Excellent verbal and written communication with the ability to convey complex ideas simply.

• Organisational Abilities: Strong multitasking skills with meticulous attention to detail.

• Problem-Solving Mindset: Analytical thinker with a customer-centric approach.

• Technical Proficiency: Familiarity with CRM systems and support platforms is a plus.

• Self-Starter: Highly motivated, able to work independently, an obsession to learn.

At Heidi, we value drive and a passion for learning. If you don't meet every requirement but are excited about the role, we encourage you to apply. We want individuals who are eager to grow with us.

What do we believe in?

• We create unconventional solutions to difficult problems and we build them fast. We want you to set impossible goals and make them happen, think landing a rocket but the medical version.

• You'll be surrounded by a world-class team of engineers, medicos and designers to do your best work, inspired by our shared beliefs:

  • We are relentless owners, we take full accountability for our work, embracing victories and setbacks.

  • We are clinical inventors, guided by an unwavering moral compass and grounded in data-driven truths.

  • We are humble winners, pursuing  success with a stoic determination while remaining warm and humble with each other in victory.

  • We are confident explorers, welcoming uncertainty with open arms; thriving in uncharted territories and excelling in low-context environments.

Why you will flourish with us 🚀?

• Flexible work with a 50% hybrid environment

• Additional paid day off for your birthday and wellness days

• Full gym access in our Melbourne location and Sydney TBC..

• A generous personal development budget of $500 per annum

• Learn from some of the best engineers and creatives, joining a diverse team

• Become an owner, with shares (equity) in the company, if Heidi  wins, we all win

• The rare chance to create a global impact  as you immerse yourself in one of Australia’s leading healthtech startups 

• If you have an impact quickly, the opportunity to fast track your startup career!