Customer Success Specialist

Laerdal Medical is a company dedicated to improving healthcare outcomes, and they are seeking a Customer Success Specialist to enhance customer relationships and retention. The role involves serving as a client liaison throughout the customer journey, ensuring a positive experience and addressing customer needs proactively. Responsibilities 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 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 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 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 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 Skills 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 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 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 Bachelor's degree preferred Experience and knowledge of Healthcare sales segments preferred (Pre-Hospital, Simulations, Hospital, etc.) Proficient with technology, experience with SalesForce and QAD an asset 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 Company Overview Laerdal Medical develops healthcare-related solutions and programs with a focus on helping save lives. It was founded in 1940, and is headquartered in Stavanger, Rogaland, NOR, with a workforce of 1001-5000 employees. Its website is