Customer Success Specialist

Overview

Customer Success Specialist is responsible for driving customer retention by managing customer communications, monitoring feature usage, and supporting account management and sales activities. The role focuses on strengthening longterm customer relationships, promoting the brand, and cultivating loyal customers who actively advocate for our products. This position works closely with Sales leadership, Account Managers, and L1/L2 support teams to ensure a seamless customer experience. Overall, the Customer Success Specialist plays a critical role in competitive strategy and increasing wordofmouth referrals through exceptional service.

Responsibilities

Conduct opportunity reviews

• Assisting customers in utilizing more of the OMS through running online opportunity review sessions to target areas of feature underutilization
• Providing customers with practical tips and training in an effort to convince customers to use more features in the OMS
• Promoting optional, chargeable features such as automated appointment reminders and Noah integration to secure recurring revenue for the company

Organize and lead online webinars

• Determining topics for customer webinars
• Planning and organizing webinar leaders and chat monitors
• Providing following up training resources to webinar attendees
• Following up with webinar attendees to determine if features were enabled post-webinar
• Reporting the effectiveness of webinars to company stakeholders, in addition to any leads obtained
• Perform sales activity, such as online demonstrations, to prospects to support the sales division

Customer outreach

• Contacting clinic staff to offer training and utilization improvement techniques
• Planning and executing on mass outreach activities to promote feature utilization, such as CQ-Partners marketing automation and CareCredit integration projects
• Creating solutions for enhanced customer outreach
• Outbound calling to customers in need of assistance in using more of the OMS, including tracking of calls and effectiveness of meetings

Content creation and management

• Creating TechTips to promote features that are generally underutilized
• Creating blogs to keep customers informed on how to get the most of out of their software

Admin management

• Reporting on customers who are to be marked as “View-only” in admin or “Cancelled”

Qualifications

• Bachelor's degree or equivalent
• 2+ years experience within the company, including a proven record of success in the following areas:
• Training
• Technical support
• Strong knowledge of company systems, including:
• Admin, including customer KPI reporting
• JIRA
• Confluence
• Freshdesk
• Freshsales
• Slack
• Webex
• Monday.com
• Microsoft Office Suite
• Adobe
• Teams
• Excellent overall understanding of the hearing industry, and in-depth knowledge about our customers worldwide
• Excellent communication, organizational, planning and time management skills
• Excellent interpersonal communications skills, and an ability to quickly establish strong working relationships with customers and colleagues

For Remote Workers:

This role works out of the office but may be asked to work at home and/or be remote at times. You will need the following when working from home:

• Reliable and secure Internet Service Provider at home (no public WiFi) for duration of working hours
• Sufficient room to set up a laptop, monitors, keyboard and mouse
• Comfortable space to work for duration of working hours
• Quiet, private and secure space in which to work

Company Values

We Create Trust – We value the opinions of our customers and colleagues. We promote a work environment based on inclusion, honesty, integrity and respect. We always keep our promises.

We are Team Players – We collaborate and network effectively across Demant. We take initiative and help each other to achieve our ambitious goals.

We Create Innovative Solutions – We challenge ourselves to improve and find new, value-adding solutions. We are curious to share ideas and insights to increase our collective innovativeness.

We Apply a Can-do attitude – We always look for opportunities to win the business and do our best to add value to our customers. We find solutions and act.

What we have to offer: Medical, dental, prescription, and vision benefits 24/7 virtual medical care Employee Assistance Program for you and your family 401(k) with company match Company-paid life insurance Supplemental insurance for yourself, your spouse/partner, and your children Short-term and long-term disability insurance Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care Pet Insurance Commuter accounts The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. The pay range for this position is expected to be between $53000 to $57000 per year; however, while the salary range is effective as of the date of this posting, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, such as bonus, commissions, or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. #LI-BO1 #IND1