Customer Success Specialist

Laerdal Medical AS•Town of Wappinger, NY

1d•$60,000 - $65,000•Hybrid

About The Position

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. 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. 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

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

Nice To Haves

Experience and knowledge of Healthcare sales segments preferred (Pre-Hospital, Simulations, Hospital, etc.)
Proficient with technology, experience with SalesForce and QAD an asset.
Post-Secondary Education required. Bachelor’s degree preferred.

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.