DESCRIPTION

Are you passionate about innovative software and hardware technologies, and helping customers apply them to their business or academic research goals? Do you want to be part of a fast growing, highly customer-centric, collaborative and enthusiastic team?

iMotions is a Biometric Research Software Company that allows human behavior researchers to integrate a variety of neuroscience-based channels like Eye Tracking, Facial Expressions, EEG, GSR, etc. We are currently expanding our Customer Success Management (CSM) department and are in search of a CSM.

As Customer Success Manager, you will empower research teams at world-leading Universities and corporations to achieve their goals through training, consultation, and demoing of the iMotions biometric software and connected hardware. The CSM team also supports the company’s sales goals by looking for opportunities to expand customer usage across our product suite.

Responsibilities

• Become a product expert in iMotions’ Biometric Research Platform and stay up to date on its latest features
• Onboard new customers to get them up and running with their customized software and hardware configurations
• Foster ongoing communication with new accounts in need of support and established accounts looking to expand their usage
• Provide custom consultation to individual clients in collaboration with the Client Solutions and Product Specialist teams
• Offer product demonstrations when discussing upsell opportunities
• Offer training webinars to reach larger groups of customers when new features are released
• Coordinate with Sales, Support, Product Specialist, Product Management, and Marketing teams in an effort to keep the voice of the customer a part of a feedback loop for everything we do
• Work with the Sales Team to promote accounts growth and expansion

Desired Skills and Experience

Required:

• Bachelor’s (with 4+ years’ experience) or Master’s Degree (with 2+ years’ experience) in Psychology, Neuroscience, Biomedical Engineering, or related fields.
• Previous Customer Success Management or similar role – Expert in training or similar technical communication as well as strategic minded to promote accounts growth and expansion.
• Experience working directly with biometric sensors such as Eye trackers, EEG, ECG, EMG, GSR, Facial Expression Analysis Technology, or similar.
• Hands-on research experience with setting up and conduct experiments from study/protocol development to data collection, analysis and interpretation.
• Professional, client-driven, proactive, and energized by working in an entrepreneurial environment where you have the opportunity to impact business growth.
• Demonstrated ability to pick up new technology and learn quickly.
• Willingness to travel – 10%

Nice to Have:

• Ph.D in above fields
• Comfort analyzing time series data, programming experience, or general quantitative data analysis
• Experience with either Academic or Corporate Researchers in fields such as Neuroscience, Psychology, User Experience, Neuromarketing, or Engineering.
• Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus

What we offer:

• A workplace full of passionate people driven by a mission to improve our understanding of human behavior
• A large network of customers working in a wide range of interesting fields offers an opportunity to be constantly learning
• Professional advancement opportunities across different departments within a growing company

The position is based in Boston, Massachusetts.

BE AWARE that during the first 3 months of onboarding you should expect that a part of the training will be at iMotions HQ in Copenhagen, Denmark.