Sales Support Specialist - Remote, USA

Calyxo, Inc. is a medical device company headquartered in Pleasanton, California, USA. Founded in 2016, we address the profound need for improved kidney stone treatment. Kidney stone disease is a common, painful condition that consumes vast healthcare resources annually. Our team is led by executives and investors with a proven track record of commercializing paradigm-shifting devices to meet unmet needs within urology.

About the role

The Sales Support Specialist supports the sales team by coordinating VAC submissions, onboarding new customers, and ensuring smooth account setup from approval through implementation. This role works closely with Sales and cross-functional teams to generate quotes, support equipment evaluations and upgrades, and provide clear reporting and insights. As a key customer contact, the specialist delivers responsive, professional service while keeping processes organized, compliant, and running efficiently. Must be available to work Pacific/Mountain time zones.

Responsibilities

• Responsible for all VAC (Value Analysis Committee) submission documentation for new customers and following up until approved.
• Collaborate with Customer, Sales, Legal, and Finance to support the internal New Account setup process upon or during VAC approval.
• Generate, analyze, and distribute customer onboarding reports.
• Generate quotations for sales, maintain ERP system, and generate quote-to-sales metrics for the organization.
• Partner with Sales to analyze choices and financial capacities of each customer and suggest suitable solutions within company guidelines.
• Monitor inbox and delegate sales leads to appropriate sales and staff members.
• Facilitate the equipment upgrade process with customers and sales.
• Support Equipment Evaluation program and coordinate the purchase conversion with Sales and Customers.
• Ensure customer satisfaction by answering incoming/outbound calls and emails in a friendly, engaged, and enthusiastic manner.
• Review and respond to all emails with professionalism, accurate information, and timely follow-up.
• Document customer interactions by recording details of any inquiries, requests, or feedback per Standard Operating Procedures.
• Maintain knowledge of and adhere to all processes, policies, and procedures. Escalate issues as necessary for guidance from others.
• Work with Customer Service Management in identifying and documenting areas of process changes and/or improvements.
• Collaborate with internal departments and maintain all source documents used to facilitate a VAC submission, including leading the ECO process with Quality.
• May support order entry process in times of need.
• Other duties as assigned.

Requirements

• High school diploma.
• Minimum 5 years of experience in a customer service role or equivalent combination of education and experience.
• Remote work location (West Coast).
• 10% travel required.
• Excellent interpersonal and phone etiquette skills.
• High degree of attention to detail and ability to multi-task in a fast-paced environment.
• Problem resolution, follow-up, planning, and organizational skills, including the ability to meet deadlines.
• Ability to work independently and on a team utilizing effective time management.
• Proficient with typing and the use of MS Word, Excel, Outlook, and Teams.
• Ability to learn quickly and adapt to new technologies and applications.
• Netsuite, SalesForce, QuickBooks system experience preferred.
• Ability to work at a computer workstation for extended periods of time.
• Medical Device experience required.
• Compliance with relevant county, state, and Federal rules regarding vaccinations.

Benefits

• Competitive base salary range of $90,000 - $100,000.
• Stock options – ownership and a stake in growing a mission-driven company.
• Employee benefits package that includes 401(k), healthcare insurance, and Paid Time Off (PTO).

Calyxo is deeply committed to fostering an environment where diversity and inclusion are prioritized. We believe a diverse and inclusive community empowers us to act courageously, care deeply, and dream boldly to impact people in big ways.