Digital & Customer Success Specialist

Ascensia Diabetes Care • Newbury Village, VT

9d • Hybrid

About The Position

In this role as Digital & Customer Success Specialist, you will collaborate with our third-party customer support partner to ensure exceptional service across all communication channels. You will support the commercial organization and customers in maximizing their experience with our digital solutions, including the Contour Diabetes App and GlucoContro.online. Additionally, you will monitor customer interactions across phone, email, social media, and app reviews, working closely with sales teams to drive commercial success. You will actively contribute to local promotional campaigns and partner with marketing to develop effective customer support tools. Your efforts will help deliver a seamless and engaging experience for our customers.

Requirements

• Excellent IT skills, highly competent in Microsoft 365 applications including Outlook, Teams, Excel, Word, PowerPoint
• Sound knowledge of smartphone apps and smart device functionality
• Self-starter mindset with resilience to change, eager to learn and improve, and able to work independently while contributing as a team player.
• Strong problem-solving skills, keen eye for detail, and ability to ensure tasks are completed accurately and on time.
• Clarity and confidence in both verbal and written communication, building strong relationships and fostering collaboration.

Responsibilities

• Collaborate with our third-party customer support partner to ensure high service standards across all communication channels and assist with non-standard inquiries.
• Support the commercial organization and customers in maximizing their experience with our digital solutions (Contour Diabetes App and GlucoContro.online).
• Monitor all customer support channels (telephone, email, social media, app reviews) for customer requests, and work with sales teams and customer support partner to optimize the commercial impact of these interactions.
• Actively partner with sales teams to support local promotional campaigns.
• Work with the marketing team to create customer support tools.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees