• Job Description

  Req#: req2176

  Customer Success Specialist - Wappingers Falls NY
  
  May be eligible for hybrid work arrangement and 4 day compressed workweek upon fully onboarded and meeting all expectations
  
  The Company
  
  Laerdal Medical is an international market leader in training and therapy products for emergency medicine and critical care. Our products and services are used by hospitals, ambulance services, first aid organizations, educational institutions and
  others around the world. We are a dynamic and energetic organization consisting of people from a wide variety of cultures and backgrounds. By 2030, we have a goal of helping save 1.000.000 more lives. Every year.
  
  We are searching for an experienced Customer Success Specialist at our NY location.
  
  This role will be responsible for:
  Work Across Teams to Ensure a Positive Customer Experience: Work closely with internal teams to ensure that each customer always receives the highest quality of service and are set up for success. Work with Sales, Customer Care, Finance, Logistics, Scheduling to resolve any issues and report directly back to the customer
  Long Term Customer Relationship Management: Further develop a strong trusted partner relationship that identifies opportunities to increase sustainable proven value for both our customers and Laerdal. Be the main point of contact internally for the customer for non-sales related activity, and take responsibility to either address customer inquiries directly or take steps to ensure the issue is resolved by Laerdal in a timely manner
  Build relationships with assigned customers: Help customers with issues, continually delight them with a positive, customer-centric attitude and provide proactive strategy with assigned customer accounts. CSSs are our front line in dealing with customer interaction and must always act with professionalism, courtesy and timeliness. They must be obsessive about delivering their assigned customers with the best possible experience.
  Proactive Problem Resolution: Monitor customer interactions and assets via dashboards to offer solutions before issues occur.
  Laerdal Culture: Full alignment with Laerdal core values and guiding stars
  
  Primary Duties and Responsibilities:

  • 
    •Provide a customer obsessed experience that delights all contacts at assigned accounts.
  • Interact directly with a defined list of assigned customers representing Laerdal as a Customer Success Agent
    
  • Manage customer communications directly through to resolution, entering detailed activity in Salesforce for cross team transparency throughout the process
    
  • Customer retention and loyalty
    
  • Communicating identified areas of opportunity to Customer Success Manager
    
  • Work with SimCapture Project Manager and Sales team to ensure smooth implementation of SimCapture products.
  • Monitor subscription products and utilization and renewal dates to ensure no interruptions in service.
  • Using standard templates developed send newsletter to customers with info on SW updates, new services offered etc.
  • Identify customers that would benefit from Network Project Implementation.
  • Maintain Customer Success metrics and data as directed.
  • Make outbound “check in” calls to assigned customers to discuss any opportunities for further service/support or any concerns.
  • Understanding and ability to speak at a high-level to our product portfolio and basic internal processes
  • Maintain a strong understanding of the range of Laerdal products and services
  • Build and strengthen customer relationships within assigned accounts
  • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them
    
  • Manage incoming calls and emails and handle appropriate follow-up calls and emails to ensure resolution to customer’s satisfaction, including monitoring of responses by other Laerdal functions
  • Address, resolve and record any customer issues that arise pertaining to business growth and general account satisfaction by wearing many hats, delivering results and having fun working for all stakeholders
  • Complex order Project Management
  • Scheduling Holds prior to PO
  • Identify valid bill to, ship to, tax status and service information prior to order entry
    
  • Proactive communication on software upgrades
  • Asset and warranty expiration management
  • Partner with sales on customer management
  • Demo Stock management
  • Refine Quotes for Order Entry
  • Order Follow up
  • Pricing inquiries
  • Stock availability
  • Managing orders on hold
  • Coordination with Customer Service
  • Follow up on shipments and tracking numbers
  • Coordination with Scheduling & Logistics to ensure synchronized delivery of products and services per the customer’s expectations
  • Follow up with CE’s and SimCapture Sales

  Key Competencies
  

  • Communication & Collaboration: Effectively communicates with all teams and necessary departments to understand workflow of information coming/going to customer, and how to ensure consistent customer experience. Superb communication, organization, and time management skills, and the ability to effectively handle a number of diverse and complex problems at the same time.
  • Customer-Centrism: Obsessed with helping customers with strong commitment to putting customers first through behaviors, decisions and choices made in customer’s best interest.
    
  • Attention to Detail: Focused and able to accomplish / complete tasks while demonstrating through concern for all areas involved, no matter how small. Able to monitor, check and work with information to be timely, efficient and accurate.
    
  • Deliver Results: Sets high standards and drives results by giving and seeking feedback. Uses sound judgement and makes timely decisions. Realizes results, despite challenging conditions.
    

  Required Qualifications:

  • Post-Secondary Education required. Bachelor’s degree preferred.
  • Strong verbal and written communication, strategic planning, and project management skills
  • 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
  • Has a passion for excellence and making a difference
  • Demonstrates a positive attitude with strong work ethic
  • Takes initiative and possesses an ability to work in a hands-on, dynamic environment.
  • Strong problem solving and collaboration skills.
  • Adapts well to change and willing to learn new approaches.
  • Proficient with technology, experience with SalesForce and QAD an asset.

  Salary Range: $60,000

• About the company

  Laerdal Medical is a world-leading provider of training, educational and therapy products for lifesaving and emergency medical care. Patient, Obstetric, Nursing, CPR, Pediatric, Skill Trainer Manikins and Patient Simulators for Health Care and Education

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