Customer Success Specialist

Laerdal 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.

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

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
• 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.)
• 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 Overview