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Serve as the highest level of technical escalation for Tier 1 and Tier 2 Support Engineers. Provide remote and on-site support to global customers and partners as needed, including participation in On-Call Duty rotation to provide after-hours support. Serve as primary service engineer for local customers. Diagnose and resolve complex hardware, software, and system integration issues on our MR-guided focused ultrasound systems. Perform hands-on troubleshooting, diagnostics, and repair of MRI-guided focused ultrasound systems in the field and lab environments. Collaborate with R&D, QA, and Product teams to drive root cause analysis and implement short- and long-term solutions. Participate in design reviews and provide field feedback to improve product reliability and serviceability. Analyze case trends using salesforce and build dashboards or reports using Excel and BI tools. Develop and maintain troubleshooting guides, PM protocols, FRU instructions, and technical documentation. Deliver technical training to global service teams and partners. Support system validation, software upgrades, and new product introduction (NPI) activities. Ensure adherence to our Quality Policy, ISO 13485, MDSAP, FDA, privacy and safety standards.

Customer Success Managers
We are seeking for the one who will become a key contributor to grow our existing customer base and improve the quality and experience of all our customers. The Customer Success Manager will bring Applauses best ideas, innovations, and capabilities to their portfolio of customers and match these to the customers' business goals, driving greater business value to our clients. You will also serve as the point for issues that impact the customer's success and drive risk mitigation. The ability to work cross-functionally between Sales, Project Management / Delivery and Finance.
The Customer Success Manager will engage, retain and drive customer's satisfaction, will serve as the advocate for each customer beginning from the point of sale and extending through onboarding and project success, and accelerates the expansion within each account.
Were a good fit for hungry, creative, self-starters who like to build things, and who take work just a bit too seriously. We offer outstanding benefits; we have fun, and we push one another hard to achieve ever-greater results in our march to reinvent how companies TEST their software apps. Not to mention a career with tons of potential to grow within the company. Let us help you build yours!
Key Responsibilities: Drive toward attainment of customer renewal/retention/churn goals Partner closely with Account Executive and extended account team members Own the customer relationship on behalf of Applause Serve as an internal advocate for customer products and services needs Work collaboratively with other sales leaders as well as leadership in other functional groups Plan and achieve quarterly and annual metrics and goals; report on progress to the executive