Role Summary
Reporting to the Director of Operations, the customer success department has a long track record of providing high-level support to our external and internal customer base. With significant overlap with all departments, this role is an excellent opportunity to learn about the medical hardware industry, while also having a lot of fun! The CS specialist's first priority is to be the customer’s advocate and we make the customer’s needs are met each day. Insights and data collected by the customer success department are often integrated into sales, marketing, and product decisions. If you enjoy having a varied day of customer conversations (email and virtual) and project work, this is the job for you!
Customer-Facing Responsibilities
- Communicate and work with various customers, ranging from end-users to medical professionals.
- Interact with existing and potential customers through email, video calls, click-to-chat, and on the phone.
- Conduct regularly scheduled appointments with customers to determine brace size and fitting requirements
- Assist customers with understanding how their braces work
- Answer questions from customers and troubleshoot their issues regarding brace use, application, sizing, and fitting
- Handle difficult customers professionally and with empathy, in order to retain and repair the relationship.
- Actively work with customers outside of warranty to find a solution, whether it is the purchase of parts or new product.
Technical Responsibilities
- Learn appropriate language and techniques for interacting with different customer types, including D2C and B2B (clinicians, orthotists, physios, reps, etc.)
- Ability to troubleshoot and diagnose complicated product issues in the field
- Participate in training with engineering, production, and online knee anatomy content to become a company expert on the product and how is best suits the customer
- Create and maintain Standard Operating Procedures (SOP) for systems, templates, etc for the department
Supporting the Internal Customer
- Work with the Director of Operations and Sales Manager to ensure the proper strategy is always delivered
- Consolidate reporting data (weekly, monthly, quarterly, annually) as required and raise any trends to management
- Provide relevant feedback from the customer experience standpoint to the following departments: Engineering, Sales, Operations
- All other duties as required and specified by the Company from time to time
Requirements
- A clear, concise, and effective communicator in relation to both external customers and internal colleagues; communications need to span phone, email, video, data presentations, etc.
- An understanding and sincere listener to holistically comprehend customer needs, wants, and emotions; the ability to become the customer advocate in product meetings
- The ability to learn, understand, and teach technical and medical concepts to customers and clinicians; any type of medical or technical background is considered a significant asset
- Demonstrated ability to collect, analyze, and present data in meaningful ways to a range of departments
- An individual who thrives in a fast-paced environment and can meet challenges with an air of positivity and humour
Benefits
Spring Loaded Technology is changing the way the world moves. We thrive at the interface of research and development to build and deliver breakthrough technologies that can change and improve lives. Our flagship product, the Levitation Knee Brace, is the world’s first compact and powerful bionic knee brace that is designed to unload all three compartments of the knee while simultaneously enhancing the power output of the leg muscles. For people with knee injuries or mobility challenges, our technology functions to restore mobility, reduce joint compression, and reduce pain.
Spring Loaded offers competitive benefits and salaries. We are committed to creating an inclusive environment and building a team that represents a variety of backgrounds, perspectives, and skills. We value diversity and recognize that experience comes in many forms and skills are transferable. If you feel passionate about our efforts and believe that you have the skills to contribute and lead in this role, apply!
We thank all interested parties; however, only those applicants under consideration will be contacted.