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TruMed Systems, Inc. · 2 months ago

Customer Experience Associate

Full-time

Onsite

New Grad, Entry Level

TruMed Systems, Inc. is the fastest growing vaccine storage and handling company, dedicated to improving healthcare outcomes through innovative inventory management systems. The Customer Experience Associate will focus on ensuring successful onboarding and customer satisfaction for key accounts using AccuShelf products.

Health CareMedicalPoint of SaleSoftware

Responsibilities

Building consensus and gaining approval of the telephony provision and all customer contact channels. Makes recommendations that will drive effective customer acceptance and utilization of TruMed Systems products and services

Identifies and communicates opportunities for product improvement using direct customer feedback

Participate and manage customer assessments for quality care initiative and assist in developing plan for customer process standardization

Provide support for software and technical issues related to AccuShelf systems, using advanced diagnostic techniques to resolve problems efficiently

Act as the point of escalation for unresolved issues. Analyze cases, develop solutions, and guide customers through the resolution process

Communicate with customers via phone, email, and chat, providing timely updates and ensuring a positive support experience with empathy and professionalism

Support customers with advanced installations, upgrades, and configuration of TruMed’s software and hardware, ensuring compliance with company standards and customer requirements

Accurately document troubleshooting steps, resolutions, and interactions in the customer service management system (e.g., Salesforce). Contribute to the creation of knowledge base articles to streamline future issue resolution

Monitor support trends, identify recurring issues, and collaborate with Product to drive improvements in processes and product reliability

Educate customers on product functionality and best practices to ensure optimal use and reduce support needs

Work closely with internal teams and customers, fostering teamwork and maintaining a professional, timely approach to service delivery

Participates in or leads pre-sales support, assessment and trial evaluations of new products and services

Participates in or leads the post-sales assessment, design, implementation and monitoring of new products and services

Instrumental to creation of product training videos, as needed, along with other peers

Manages customer Go-Live meetings as it relates to 3rd party interface needs

Driving improvements to the product offering and value proposition, providing direction in how support functions can turn into ‘Insight Engines’

Launching and overseeing the Voice of The Customer Program, accountable for its development and optimization of its ‘listening opportunities’; creating a united process for understanding and taking action

Influencing a cross-company agreement of how to deliver greatest Customer Experience

Recruit, train, supervise, motivate, and evaluate department staff

Support team to achieve regional and national sales goals

Qualification

Customer Facing RegulatoryBusiness DevelopmentProject ManagementTechnical SupportCRM ProficiencyCustomer EducationLeadershipCommunication SkillsProblem SolvingTeam Collaboration

Required

Extensive experience in being accountable for Customer Facing Regulatory requirements, overseeing implementation and operation

Extensive experience and strong, dynamic leadership in overseeing multiple projects and functions

Experience of business development, strategic account planning and identifying growth opportunities

Resilient and diplomatic

A strategic mind-set, with a well-honed eye for detail, comfortable with data and customer metrics

Fully fluent in all technical aspects of contact centers and customer communication channels, CRMs, and up to date with technological advances in this field

Previous customer success experience in pharmaceutical sales, or medical devices

Familiarity with the physician office and hospital environment

A minimum of a bachelor's degree

Company

TruMed Systems, Inc.

Currently, TruMed is revolutionizing vaccine management with AccuVax, a storage and handling system that provides ideal thermal control along with ideal inventory management, to deliver cost reduction through operational efficiency, automated regulatory compliance, and improved patient safety to physician offices and wherever vaccines are administered.

Founded in 2012