Optimus FZCO was founded by doctors, engineers, and business professionals to revolutionize healthcare technology. Our flagship product, Helix, is a fully integrated EMR & ERP solution — built by doctors for doctors. We aim to enhance the medical experience for providers and patients alike through innovation and smart healthcare solutions. Learn more: helixbydoctors.com

Job Description:
Optimus FZCO is seeking an experienced and proactive Customer Success Specialist to join our growing team. In this client-facing role, you will guide new clients through onboarding, implementation, and ongoing usage of our platform, ensuring high satisfaction and strong user adoption. You’ll work across departments to deliver excellent service, advocate for client needs, and support product development through user feedback.

Key Responsibilities:

• Lead onboarding and training for new clients using the Helix Patient Management System

• Manage implementation timelines and ensure smooth coordination with internal teams

• Serve as the primary client contact post-sale, delivering exceptional service and support

• Advocate client needs internally and communicate platform updates effectively

• Monitor client engagement and proactively promote best practices

• Provide Level 1 technical support and escalate complex issues as needed

• Maintain client health metrics, track KPIs, and identify upselling opportunities

• Contribute to the knowledge base, training materials, and support documentation

• Achieve high customer satisfaction (90%+), response time (<2 hrs), and SLA compliance (95%)

Required Qualifications:

• 3+ years in customer success, account management, or a related client-facing role

• Background in SaaS, healthcare, or health tech industries preferred

• Strong understanding of healthcare clinic operations and patient data management

• Exceptional communication skills in English (Arabic is a plus)

• Organized, detail-oriented, and self-driven with strong problem-solving skills

• Capable of managing multiple client projects simultaneously

Preferred Qualifications:

• Bachelor’s degree in Business, Healthcare Administration, or related field

• Experience in healthcare environments or with EMR/ERP systems

• Knowledge of data privacy and security regulations in healthcare

• Experience with SaaS platforms or healthcare software products