Laerdal Medical · 1 week ago
Customer Success Specialist
Wappingers Falls, NY
Full-time
Hybrid
Entry, Mid Level
$60K/yr - $65K/yrLaerdal Medical is a company dedicated to improving healthcare outcomes, and they are seeking a Customer Success Specialist to enhance customer relationships and retention. The role involves serving as a client liaison throughout the customer journey, ensuring a positive experience and addressing customer needs proactively.
BiotechnologyHealth CareMedicalMedical Device
Hiring Manager
Sophia Pambianchi, MBA
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 inquiries
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
Qualification
Required
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
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
Preferred
Bachelor's degree preferred
Experience and knowledge of Healthcare sales segments preferred (Pre-Hospital, Simulations, Hospital, etc.)
Proficient with technology, experience with SalesForce and QAD an asset
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
Laerdal Medical
Laerdal Medical develops healthcare-related solutions and programs with a focus on helping save lives.
Founded in 1940
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Carlo Mahfouz
VP, Strategic Technology Partnerships
Jesseca Lomas
Senior Human Resources Business Partner
Recent News
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