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Care Partner Success Specialist

2 months ago

Princeton, United States Lingraphica Full time
Job DescriptionJob DescriptionCompany Description

Lingraphica is a mission-driven organization who provides speech-generating devices to help improve communication, speech, and quality of life for people with communication impairments.  We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their communccation journey.

Job Description

Purpose: The Care Partner Success Specialist is responsible for supporting Clinical Sales by developing trusted customer relationships with one of Lingraphica’s primary customers, the care partner. They are responsible for supporting the care partner throughout their Lingraphica experience by educating them on how to use the product, providing valuable resources and guidance, and answering questions throughout the sales process. Cross-team collaboration, communication, and a deep commitment to care partner satisfaction are at the core of this role.  

Essential Duties & Responsibilities:  

  • Initiates, nurtures, and maintains the relationship between Lingraphica and the care partner 
  • Serves as the care partner’s advocate and primary point of contact throughout the sale process 
  • During care partner interactions listens to the customers’ needs and matches them to LG device features and services  
  • Identifies potential risks and obstacles to the sales process and uses sales strategies to address / reduce objections 
  • Facilitates seamless communication with internal teams to effectively address care partners' needs and collaboratively devise solutions to any challenges they encounter, ensuring a cohesive and unified approach 
  • Keeps the care partner informed on their status in the sales process by proactively communicating important updates, information, and resources  
  • Ensures care partners have a positive experience by providing superior customer support and education tailored to their unique needs and timelines 
  • Builds and maintains strong customer relationships by quickly responding to customer emails, calls, and text messages and following up after all conversations and training sessions  
  • Ensures successful onboarding of new customers by introducing care partners to Lingraphica products, services, and resources in a digestible way  
  • Keeps current on non-clinical device use, features and enhancements 
  • Schedules and conducts comprehensive device training and customization sessions with care partners and/or clients to ensure they are equipped to use our AAC devices maximally 
  • Collects and reports on key metrics within the Sales Team 
  • Promotes sales by assisting care partners with navigating paperwork, trial, and medical requirements, as well as addressing financial questions to facilitate a successful sale 
  • Maintains company standards for CRM procedures  
  • Other duties as assigned 
Qualifications

Knowledge, Skills & Abilities  

  • Strong empathy for care partners 
  • Strong active listening and questioning skills in order to creatively address customer needs with customization of the device 
  • Strong ethical approach to sales 
  • Exceptional ability to communicate and foster positive customer relationships by making customers feel valued and heard 
  • Ability to deliver a superior customer experience   
  • Strong phone and written communication skills with both external customers and internal departments  
  • Analytical and metrics-driven work style 
  • Ability to maintain a calm and professional demeanor when assisting customers  
  • Strong organization and time management skills  
  • Workload flexibility and the ability to thrive in a dynamic work environment 
  • Clear technical presentation skills 

Education & Expertise   

  • Bachelor’s degree, preferred, or equivalent combination of education and experience  
  • 2 years customer service experience 
  • Experience in sales, engagement or relationship management strongly preferred 
  • Experience in the healthcare industry preferred 
  • Proficiency with HubSpot, Office 365, Zoom preferred 
  • Bilingual (verbal and written fluency) in English and Spanish, required


Additional Information

Work Environment & Physical Demands  

Incumbent works from home and is expected to maintain a safe, productive work environment with secure internet access. Must be able to operate a computer with or without reasonable accommodation. 

Travel  

Travel to Lingraphica’s home office in NJ and to cities within the continental United States for company related meetings, conferences, and customer appointments (if customer is local) may also be required 2-3 times per year.   

Schedule 

  • Monday - Friday (40 hours / week)  

  • Ability to accommodate Pacific Time Zone and/or Central Time Zone scheduling needs is highly desired  

Accommodations   

To perform this job successfully, an individual must be able to perform each essential duty and physical demand satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities and physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   

To learn more about Lingraphica, visit: www.lingraphica.com

This Organization Participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. 

Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE. UU.