Company & Job Overview:
The Customer Success Coordinator will report to the Director of Customer Operations and be responsible for providing world-class customer support for the company’s innovative hemodialysis system. As a Customer Success Coordinator, you will play a pivotal role in ensuring the satisfaction and success of our customers and their patients. You’ll be an integral part of the team responsible for coordinating tasks necessary for new customer installations, order fulfillment, tier 1 customer support, and serving as a dedicated customer resource and liaison for issue resolution. You will provide exceptional customer support by answering incoming calls and emails, perform basic troubleshooting steps for the device and gather necessary information for the engineering team to accurately diagnose issues, understand root causes and apply appropriate solutions.
The Customer Success Coordinator will report to the Director of Customer Operations and be responsible for providing world-class customer support for the company’s innovative hemodialysis system. As a Customer Success Coordinator, you will play a pivotal role in ensuring the satisfaction and success of our customers and their patients. You’ll be an integral part of the team responsible for coordinating tasks necessary for new customer installations, order fulfillment, tier 1 customer support, and serving as a dedicated customer resource and liaison for issue resolution. You will provide exceptional customer support by answering incoming calls and emails, perform basic troubleshooting steps for the device and gather necessary information for the engineering team to accurately diagnose issues, understand root causes and apply appropriate solutions.
Responsibilities:
1. Tier 1 Customer Support:
- Provide exceptional and timely tier 1 customer support to address inquiries, process orders, resolve issues, and assist customers with technical or clinical questions related to our medical device.
- Effectively manage inbound calls, emails, and other communication channels to ensure customer inquiries are addressed promptly and professionally.
- Maintain a deep understanding of our device, operations, and services to provide accurate and helpful information to customers.
2. Customer Liaison for Product Issues:
- Act as a dedicated point of contact for customers, ensuring their concerns and issues are addressed with empathy and professionalism.
- Collaborate with internal cross-functional teams, including technical support and product engineering, to resolve complex product-related issues and coordinate solutions.
- Liaise with field-based customer support teams including field service and clinical training
- Keep accurate records of customer interactions and report trends or recurring issues to the product development team for continuous improvement.
3. Project Implementation:
- Work closely with customers and contractors to coordinate the onboarding tasks of our device ensuring a smooth transition and minimizing disruptions to their operations.
- Coordinate internal resources, tasks and shipments to customer sites.
4. Customer Feedback and Reporting:
- Collect and analyze customer feedback to identify areas for improvement and proactively suggest product enhancements or modifications.
- Generate reports on customer interactions, support tickets, and implementation progress for management and product development teams.
5. Internal Projects and Initiatives:
Qualifications & Requirements:
- Willingness to take calls 24/7 and be a part of the ‘on call’ team for over nights and weekends
- Knowledge of medical devices and healthcare industry best practices
- Strong interpersonal and communication skills, both written and verbal
- Ability to work independently, solve problems, and make decisions. · Strong organizational skills required
- Ability to manage multiple tasks simultaneously with an emphasis on prioritization
Education & Experience:
- Bachelor's degree or higher in a related field or equivalent work experience
- Experience with SaaS based software systems and CRMs and ERPs.
- Netsuite experience a plus
- 5-7 years prior experience in a customer support, customer success, or project coordination
role.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Individuals will be required to sit for the majority of the day and will be required to stand as needed. May require walking, primarily on a level surface for periods of time throughout the day. The employee is occasionally required to stand, walk, climb or balance, stoop, kneel, crouch or crawl and talk or hear. Proper lifting techniques will be required to lift up to 75lbs. Individuals will be required to travel via airplane, train, taxi, car and/or other means of transportation as needed.
Working Environment:
This position primarily works in an office environment. It requires frequent sitting, standing and
walking. Daily use of a computer and other computing and digital devices is required. May stand for extended periods when facilitating meetings or walking in the facilities.
Travel:
- Willingness to travel domestically as needed (percentage of travel may vary).
This role is located in Vista, CA San Diego County
