Customer Success Specialist

The Customer Success Manager is responsible for overseeing the process of customer retention within AffloVest. This position is a liaison between sales and the customer and helps to maintain strong relationships with our customers, develops customer service policies, and procedures to enhance customer satisfaction along with implementing and supporting customer solutions.

• Outbound calls and emails to new and existing customers
• Processing all referrals by collaborating with payor relations manager, determining the preferred DME, facilitate the script process and maintain a log
• Monitor and report on trends in referrals coming, keep a log of what comes in including a breakdown of diagnosis and call point
• Troubleshooting, managing RMA's and size exchanges for our DME partners and outside sales reps
• Help with processing marketing material orders for DME's.
• Answering potential customers' questions and sending additional information per email
• Explaining and demonstrating features of products and services.
• Staying informed about competing products and services.
• Researching and qualifying new leads.
• Collaborate with customer service, outside sales and marketing on mutual projects, presentations, and meetings.

Education & Experience

Required:

• Bachelor's Degree in business or related field or equivalent experience
• Microsoft Office and CRM software such as Zendesk
• Previous customer service experience

Preferred:

• Previous experience in a sales role

Knowledge & Skills

• Excellent communication skills, both written and verbal
• Organization skills and the ability to multi-task
• Phone and cold calling
• Customer Service
• Listening and Sales