Our DNA

We're here to empower people to experience greater control over their chronic conditions and more freedom in their daily lives. Our science-first approach and rapid yet rigorous clinical development means we seek excellence in everything we do for customers and our teammates. Inspired by our work, and the talented team members who work with us, we're united in our collective goal to bring about improved, lasting patient outcomes. Join us in building a better future.

The Opportunity

Cala Health is seeking a Customer Success Specialist to join our growing team. The role will report to the Director of Customer Success. This individual will act as a professional representative of our organization to potential patients/customers and existing, new, or potential clinicians. The role will be responsible for Pacific Time zone (PT) phone coverage.

The overall compensation range for this role is market driven, with a salary range of $70,000 - $90,000. This market range is based on our base compensation. Additionally, we offer Cala Health company stock options and a robust benefits package. This offering is aligned with our overall compensation philosophy.

Specific Responsibilities also include:

• 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
• Maintains awareness of internal activities and developments in other functional areas of Cala Health 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 associated with case handling and escalation as required
• Provide product training to patients, study participants, clinicians, and staff
• Act as a subject matter expert and training resource for internal customers and the Customer Care team
• Educate customers regarding product features, benefits, offers, and payment options
• Act as a patient advocate, voice of the customer and as a resource for internal customers requiring patient feedback
• Discus and support sales paperwork from customers (e.g., agreements, trial period guidelines, privacy notifications, etc.)
• Help refine company's inside sales process (e.g., call/text/email frequency, messaging, lead tracking)
• Support new and emerging business models
• Work closely with marketing, product development and sales to develop and refine messaging
• Support field sales team as needed
• Support company goals and objectives, policies and procedures, Good Manufacturing Practices, and FDA regulations
• Perform other duties as assigned

Desired Skills and Experience:

We are looking for an experienced, motivated professional to support service and product acquisition of Cala Trio to patients and clinicians in a dynamic, fast-paced startup environment, exemplified by:

• Minimum 5 years medical device experience or healthcare experience including direct customer interaction and sales support
• Demonstrated track record of outstanding customer focus
• Excellent written and verbal communication skills
• Bachelor's degree or higher