Customer Success - Access Operations Specialist

About the role

Location: Berlin (Hybrid) Hi, we’re AMBOSS and we’re searching for a Customer Success - Access Operations Specialist to support our institutional customers and Sales team at AMBOSS. About AMBOSS AMBOSS is the copilot for medical professionals, empowering them to provide the best possible care through our learning and clinical decision support tool. Our team brings together care, innovative thinking, and cutting-edge AI medical technology. Our founders launched AMBOSS in 2012 with the goal of creating a tool they wished they had during medical school and clinical practice. Since then, we’ve grown to over 600 employees and are active in over 180 countries - primarily in Germany and the US. Our offices are located in Berlin, Cologne, New York, Cagliari and Cape Town. Want to learn more about our culture? Watch our video to explore what makes us unique. Why can this position be exciting for you? Institutions can only get value from AMBOSS if their users can reach it easily and know it’s available to them, and as our Customer Success - Access Operations Specialist, you are the person who makes that happen. You’ll play a key role in ensuring our institutional partners unlock the full value of AMBOSS, helping embed it into daily clinical and teaching routines and strengthening user experience, retention, and growth. Reporting to the Head of Customer Success, Ronald, you will help support our International and US customers and the respective Sales Managers, contributing to our revenue and internationalization company goals. You will: Manage, prioritize and effectively address requests from our B2B Sales Team and institutional administrators to support their license and trial launches, always keeping the experience and value our users get from AMBOSS at the center. Consult internal Sales stakeholders and institutional customers on the best access method for AMBOSS, using active listening and targeted discovery questions to understand each institution’s needs, explaining complex concepts simply for each audience, and making clear recommendations based on a solid understanding of the advantages and disadvantages of each option in the specific customer situation. Set up the agreed access methods for AMBOSS by following through on the technical details of the implementation with the institution’s IT team and our internal stakeholders, ensuring each access method is configured correctly and ready on time. Own the project management of complex access set-ups, such as single sign-on or licenses with multiple access methods, by aligning institutional IT teams, administrators, Engineering, and Sales on scope, timelines, and responsibilities, tracking progress against milestones, resolving blockers early, and guiding the set-up end to end through go-live. Conduct in-depth analysis of customer adoption patterns, translating data into actionable insights and recommendations that support institutional success and long-term engagement. Work closely with Engineering, Data, Sales, Marketing and other departments to jointly tackle difficult customer challenges and to continuously improve how we support sales and our customers. You bring: Ideally you have a previous experience in customer success or customer support (1-2y or an internship) combined with a degree in Business Administration, Marketing, Management or a relevant field. You are an outstanding communicator, both in writing and verbally. You can break down complex topics to their essence and communicate them appropriately based on your audience. You are pragmatic and action-oriented. You work productively through a high volume of requests, focusing on timely, effective solutions rather than perfect ones. You are decisive. You make well-reasoned decisions even when information is incomplete, can explain the thinking behind them, and continuously learn from mistakes by reflecting openly and adjusting your approach. You are able to build rapport with stakeholders across different c

Skills