Customer Success Specialist

Customer Success Specialist

Laerdal Medical Benefits Include:

• 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

position Overview:
The Customer Success Specialist’s role is to provide our customers with a positive experience in all aspects of their relationship with Laerdal from the sales process through the order, delivery, and post-sales support. They will develop and maintain long-term business relationships by serving as an internal advocate and client liaison. They contribute to the company goal by helping
maintain a high customer retention rate, as well as help secure renewal opportunities.

Responsibilities:

Customer Experience and Relationship Management

• 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.

Cross-Functional Team Collaboration

• 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.

Proactive Problem Resolution

• 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.

Laerdal Product Knowledge Resource

• 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.

Laerdal Culture

• 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.

Requirements:

• 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. Bachelor’s degree preferred.
• Experience and knowledge of Healthcare sales segments preferred (Pre-Hospital, Simulations, Hospital, etc.)
• 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

Salary Range: $60,000-$65,000, eligible for 9% annual bonus

Please note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include, but not limited to; the qualifications of the individual applicant for the position, location, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.

Laerdal Medical Corporation is committed to provide equal employment opportunities to all applicants and employees without regard to race, color, citizenship status, religion, sex, sexual orientation, gender identity, martial status, age, genetic information, status as an individual with a disability, status as a protected veteran or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.