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Customer Success Specialist
Laerdal Medical is a company focused on enhancing healthcare outcomes, and they are seeking a Customer Success Specialist to ensure positive customer experiences. This role involves building long-term relationships, advocating for clients, and collaborating with internal teams to meet customer needs.
Responsibilities
- Build and maintain strong relationships with assigned customers, serving as the primary point of contact for non-sales-related activities
- Foster trust and loyalty by addressing customer issues with a positive, customer-focused attitude
- Proactively communicate with customers on upgrades, warranty expirations, and strategies to maximize the value of Laerdal’s products and services
- Act with professionalism, courtesy, and timeliness to deliver a consistently excellent customer experience
- Monitor account activity and identify areas to deepen relationships and enhance satisfaction
- Refine quotes, coordinate scheduling, and oversee complex orders to ensure a smooth process for the customer
- Collaborate with internal teams, including Sales, Customer Care, Finance, Logistics, and Scheduling, to resolve issues and ensure customer success
- Coordinate the seamless delivery of products and services in alignment with customer expectations
- Act as the customer’s advocate within Laerdal, ensuring their needs are met through proactive communication and teamwork
- Leverage dashboards and data to monitor customer interactions, assets, and account health, offering proactive solutions before issues arise
- Ensure alignment with customers’ long-term goals by anticipating potential challenges and addressing them preemptively
- Maintain a comprehensive understanding of Laerdal’s products and services to provide accurate and efficient guidance to customer inquires
- Manage inquiries related to pricing, stock availability, order status, and demo stock
- Align with Laerdal’s core values and guiding principles in all interactions
- Demonstrate passion for Laerdal’s mission to help save lives by delivering exceptional service
- Uphold a customer-first mindset while fostering collaboration, innovation, and continuous improvement
Skills
- Ideal candidate must live in a commutable distance to the Wappingers Falls, NY for regular in office presence
- Candidate must be flexible to be work an assigned shift between 7:30AM-6:30PM EST
- Post-Secondary Education required
- Strong verbal and written communication, strategic planning, and project management skills
- Knowledge of the medical market segments
- Analytical and process-oriented mindset
- Demonstrated track record positive, proactive, empathic customer interaction
- Comfortable working across multiple departments in a deadline-driven environment
- Active team player, self-starter, and multitasker who can quickly adjust priorities
- Strong organizational skills
- Proficient with technology, experience with SalesForce and QAD an asset
- Adapts well to change and willing to learn new approaches
- Strong critical thinking, problem solving, and collaboration skills
- Takes initiative and possesses an ability to work in a hands-on, dynamic environment
- Demonstrates a positive attitude with strong work ethic
- Has a passion for excellence and making a difference
- Bachelor's degree preferred
- Experience and knowledge of Healthcare sales segments preferred (Pre-Hospital, Simulations, Hospital, etc.)
Benefits
- Generous PTO & Holidays
- Hybrid and Compressed Work Week (for operations-based roles only)
- Comprehensive Medical, Dental, and Vision
- HSA & FSA Account Options, with employer HSA contribution
- 401k with Employer Match & Profit Sharing
- Tuition Reimbursement
- Wellness Reimbursement Program
- Professional Development Opportunities
- Pet Insurance
- Subsidized Cafeteria in NY based office
Company Overview
- Laerdal Medical develops healthcare-related solutions and programs with a focus on helping save lives. It was founded in 1940, and is headquartered in Stavanger, Rogaland, NOR, with a workforce of 1001-5000 employees. Its website is http://www.laerdal.com.
