Customer Success Specialist

Location: Remote

Department: Customer Success

The Opportunity

The Customer Success Specialist (Contractor) will act as a professional representative of our organization to users of Cala Health products and services. This role involves working closely with customers to understand their needs, provide training and support for our patients, and ensure maximum value for our products. This individual will report to the Associate Director, Customer Success and will not have any direct reports. This position is a remote role with specific hours between 7am-4pm Pacific Standard Time. Shift times may vary based on business need.

A Day in the Life

• Establish and maintain superior relationships with patients
• Act as a knowledgeable company representative by effectively interacting with potential patients / customers and existing, new and potential clinicians
• Develop and maintain superior knowledge of company products and their use
• Maintain awareness of internal activities and developments in other functional areas of the organization such as clinical studies, product development, quality, operations and sales
• Provide product support to any customer of Cala products: patients, study participants, clinicians and staff
• Responsible for accurate and timely documentation of required interactions; maintains knowledge of product developments in association with case handling and escalation as required
• Provide product training to patients, and study participants
• Act as a subject matter expert and training resource for internal customers and the Customer Care team
• Educate customers regarding product features, and benefits.
• Act as a patient advocate, voice of the customer and as a resource for internal customers requiring patient feedback
• Support new and emerging business models
• Work closely with marketing, product development and sales to develop and refine messaging
• Support Territory Managers as needed

Skills and Experience

• Bachelor’s degree or higher required
• 3+ years medical device experience or healthcare experience including direct customer interaction
• Demonstrated track record of outstanding customer focus
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams
• Proficiency with customer relationship management (CRM) software and other relevant tools
• Proven problem-solving skills