Customer Success Specialist

Laerdal Medical is a company focused on enhancing healthcare outcomes, and they are seeking a Customer Success Specialist to ensure positive customer experiences. This role involves building long-term relationships, advocating for clients, and collaborating with internal teams to meet customer needs.ResponsibilitiesBuild and maintain strong relationships with assigned customers, serving as the primary point of contact for non-sales-related activitiesFoster trust and loyalty by addressing customer issues with a positive, customer-focused attitudeProactively communicate with customers on upgrades, warranty expirations, and strategies to maximize the value of Laerdal’s products and servicesAct with professionalism, courtesy, and timeliness to deliver a consistently excellent customer experienceMonitor account activity and identify areas to deepen relationships and enhance satisfactionRefine quotes, coordinate scheduling, and oversee complex orders to ensure a smooth process for the customerCollaborate with internal teams, including Sales, Customer Care, Finance, Logistics, and Scheduling, to resolve issues and ensure customer successCoordinate the seamless delivery of products and services in alignment with customer expectationsAct as the customer’s advocate within Laerdal, ensuring their needs are met through proactive communication and teamworkLeverage dashboards and data to monitor customer interactions, assets, and account health, offering proactive solutions before issues ariseEnsure alignment with customers’ long-term goals by anticipating potential challenges and addressing them preemptivelyMaintain a comprehensive understanding of Laerdal’s products and services to provide accurate and efficient guidance to customer inquiresManage inquiries related to pricing, stock availability, order status, and demo stockAlign with Laerdal’s core values and guiding principles in all interactionsDemonstrate passion for Laerdal’s mission to help save lives by delivering exceptional serviceUphold a customer-first mindset while fostering collaboration, innovation, and continuous improvementSkillsIdeal candidate must live in a commutable distance to the Wappingers Falls, NY for regular in office presenceCandidate must be flexible to be work an assigned shift between 7:30AM-6:30PM ESTPost-Secondary Education requiredStrong verbal and written communication, strategic planning, and project management skillsKnowledge of the medical market segmentsAnalytical and process-oriented mindsetDemonstrated track record positive, proactive, empathic customer interactionComfortable working across multiple departments in a deadline-driven environmentActive team player, self-starter, and multitasker who can quickly adjust prioritiesStrong organizational skillsProficient with technology, experience with SalesForce and QAD an assetAdapts well to change and willing to learn new approachesStrong critical thinking, problem solving, and collaboration skillsTakes initiative and possesses an ability to work in a hands-on, dynamic environmentDemonstrates a positive attitude with strong work ethicHas a passion for excellence and making a differenceBachelor's degree preferredExperience and knowledge of Healthcare sales segments preferred (Pre-Hospital, Simulations, Hospital, etc.)BenefitsGenerous PTO & HolidaysHybrid and Compressed Work Week (for operations-based roles only)Comprehensive Medical, Dental, and VisionHSA & FSA Account Options, with employer HSA contribution401k with Employer Match & Profit SharingTuition ReimbursementWellness Reimbursement ProgramProfessional Development OpportunitiesPet InsuranceSubsidized Cafeteria in NY based officeCompany OverviewLaerdal 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 http://www.laerdal.com.



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