Customer Success Representative - Healthcare

Zipdev is looking for a talented Customer Success Representative to join our remote team and collaborate with a US-based client. If you love helping people, putting moving puzzle pieces together is your jam, and your problem-solving skills are on point. Sound like you? We’re searching for a Customer Success Representative with a knack for building relationships, excellent organizational skills, and the ability to keep things running smoothly in a fast-paced environment.

The successful candidate will provide administrative, sales, and operations support.

Role & Responsibilities:

• Manage client's phone line by answering/returning all incoming calls;
• Managing client's main “info” email inbox by organizing, forwarding and/or responding to each inbound sales and distribution inquiry;
• Documenting all data & conversations via phone and email in the CRM system;
• Upon receipt of a sales order, leading a customer through their journey to have the product shipped and installed in their home via our shipping and logistics partners;
• Digitally collecting each customer’s “Customer Intake Form” & pictures, and interpreting feedback from our engineering team;
• Ensuring the scheduling of in-home sales installation dates with dealer partners;
• Providing overall general sales support to our Sales Director;
• Updating the customer fulfillment schedule daily;
• Coordinating with our accounting department to draft and send out customer invoices, lease agreements and rental contracts, and ensuring payment is collected;
• Collecting any other important documentation from customers, such as Liability Waivers and Warranty Agreements;
• Coordinating with our manufacturing facility and hoist partners to organize the shipment of all units to customers and trade shows;
• Creating and generating monthly sales reports via our CRM and presenting them to the Executive team;
• Providing post-installation support to customers and dealers, including training re-enforcement;
• Coordinating with our engineering team for any servicing needs or formal complaints regarding a customer’s unit and documenting details in our CRM & QMS;
• Gathering and documenting customer feedback from existing customers; • Coordinating with dealers to schedule annual inspections for existing customers;
• Any other customer service or sales-related tasks

• 2+ years of sales and/or customer service experience
• Bachelor’s degree
• Background in healthcare and/or business (management, administration, finance, marketing or sales)
• Experience with any type of CRM system (Salesforce, Oracle, Freshsales, etc.)
• Experience with Microsoft Office Suite, DocuSign, Dropbox, Google Drive/Gmail, Stripe, and/or similar programs
• Ease with the use of any type of digital platform/program – i.e. very tech-savvy
• Self-starter attitude with the ability to take initiative
• Excellent time management & communication skills • Interest in the start-up space and/or MedTech industry
• Experience in healthcare and/or medical device sales a plus, but not required.

• Our Recruitment Process
• Video Interview
• 20-minute take-home skills test
• 30-minute Call with the Recruiter (project, benefits, etc.)
• Interviews directly with the client (depending on the project the # of interviews may vary, this may include an assessment)
• Final Offer