Customer Success Specialist

Laerdal Medical Corporation is committed to providing equal employment opportunities to all applicants and employees.

Benefits

• 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

About the role

The Customer Success Specialist’s role is to provide customers with a positive experience in all aspects of their relationship with Laerdal, from the sales process through order, delivery, and post-sales support. They will develop and maintain long-term business relationships by serving as an internal advocate and client liaison, contributing to high customer retention and 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 inquiries.
  • 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 Wappingers Falls, NY for regular in-office presence.
• Candidate must be flexible to work an assigned shift between 7:30 AM–6:30 PM 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 of 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 a strong work ethic.
• Has a passion for excellence and making a difference.

Pay

Salary Range: $64,000 - $67,000, eligible for a 9% annual bonus. The salary offered depends on factors such as qualifications, location, education, certifications, and years of relevant experience.

Schedule

Assigned shift between 7:30 AM–6:30 PM EST, with regular in-office presence required in Wappingers Falls, NY.