Customer Success Coordinator
3 weeks ago
Job Title
Customer Success Coordinator
Department
Customer Operations
Hiring Manager Title
Director of Customer Operations
Position Type
Non Exempt
Company & Job Overview:
Diality Inc, a privately held medical device company located in Irvine, CA is committed to improving the quality of life for patients with kidney disease. We are developing a smart, flexible, portable hemodialysis machine that will enable patients to self-treat at home or wherever they travel. The extremely versatile hemodialysis solution will allow more patients to benefit from their true dialysis prescription at home or in a variety of care settings, including nursing homes, hospitals, and dialysis centers, without the need for pre-mixed dialysate bags or external water-treatment systems.
The Customer Success Coordinator will report to the Director of Customer Operations and be responsible for providing world-class customer support for the company’s innovative hemodialysis system. As a Customer Success Coordinator, you will play a pivotal role in ensuring the satisfaction and success of our customers and their patients. You’ll be an integral part of the team responsible for coordinating tasks necessary for new customer installations, order fulfillment, tier 1 customer support, and serving as a dedicated customer resource and liaison for issue resolution. You will provide exceptional customer support by answering incoming calls and emails, perform basic troubleshooting steps for the device and gather necessary information for the engineering team to accurately diagnose issues, understand root causes and apply appropriate solutions.
Responsibilities:
- Tier 1 Customer Support:
- Provide exceptional and timely tier 1 customer support to address inquiries, process orders, resolve issues, and assist customers with technical or clinical questions related to our medical device.
- Effectively manage inbound calls, emails, and other communication channels to ensure customer inquiries are addressed promptly and professionally.
- Maintain a deep understanding of our device, operations, and services to provide accurate and helpful information to customers.
- Customer Liaison for Product Issues:
- Act as a dedicated point of contact for customers, ensuring their concerns and issues are addressed with empathy and professionalism.
- Collaborate with internal cross-functional teams, including technical support and product engineering, to resolve complex product-related issues and coordinate solutions.
- Liaise with field-based customer support teams including field service and clinical training
- Keep accurate records of customer interactions and report trends or recurring issues to the product development team for continuous improvement.
- Project Implementation:
- Work closely with customers and contractors to coordinate the onboarding tasks of our device ensuring a smooth transition and minimizing disruptions to their operations.
- Coordinate internal resources, tasks and shipments to customer sites.
- Customer Feedback and Reporting:
- Collect and analyze customer feedback to identify areas for improvement and proactively suggest product enhancements or modifications.
- Generate reports on customer interactions, support tickets, and implementation progress for management and product development teams.
- Internal Projects and Initiatives:
- as assigned by manager.
Qualifications & Requirements:
- Willingness to take calls 24/7 and be a part of the ‘on call’ team for over nights and weekends
- Knowledge of medical devices and healthcare industry best practices
- Strong interpersonal and communication skills, both written and verbal
- Ability to work independently, solve problems, and make decisions.
- Strong organizational skills required
- Ability to manage multiple tasks simultaneously with an emphasis on prioritization
Education & Experience:
- Bachelor's degree or higher in a related field or equivalent work experience
- Experience with SaaS based software systems and CRMs and ERPs.
- Netsuite experience a plus
- 5-7 years prior experience in a customer support, customer success, or project coordination role.
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Customer Success Coordinator
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