Customer Experience Associate

Description:
TruMed Systems, Inc. is the fastest growing vaccine storage and handling company. TruMed serves individual clinics, major health systems, and public healthcare facilities throughout the U.S. TruMed’s mission is to improve health care practitioners’ total outcomes by creating point-of-care inventory management systems that support product efficacy, patient safety, and practice objectives. Our first two products are the AccuVax® Vaccine Management System and AccuShelf ® Inventory Management Systems. Together, our products secure medication and material storage and management that automates control and integrity, minimizes risks of incorrect medication delivery, tracks inventory for all medications and optimizes office workflow in the healthcare settings.
Summary
The Customer Experience Associate reports into the VP Business Development and Strategic Sales. The CEA will be responsible for the Customer Experience and successful on-boarding across the AccuShelf products for identified Key Accounts.
Primary Responsibilities
Customer Services:

• Building consensus and gaining approval of the telephony provision and all customer contact channels. Makes recommendations that will drive effective customer acceptance and utilization of TruMed Systems products and services
• Identifies and communicates opportunities for product improvement using direct customer feedback
• Participate and manage customer assessments for quality care initiative and assist in developing plan for customer process standardization.

Customer Contact:

• Advanced Troubleshooting: Provide support for software and technical issues related to AccuShelf systems, using advanced diagnostic techniques to resolve problems efficiently.
• Escalation Handling: Act as the point of escalation for unresolved issues. Analyze cases, develop solutions, and guide customers through the resolution process.
• Customer Interaction: Communicate with customers via phone, email, and chat, providing timely updates and ensuring a positive support experience with empathy and professionalism.
• System Installations & Upgrades: Support customers with advanced installations, upgrades, and configuration of TruMed’s software and hardware, ensuring compliance with company standards and customer requirements.
• Documentation & Reporting: Accurately document troubleshooting steps, resolutions, and interactions in the customer service management system (e.g., Salesforce). Contribute to the creation of knowledge base articles to streamline future issue resolution.
• Proactive Problem Identification: Monitor support trends, identify recurring issues, and collaborate with Product to drive improvements in processes and product reliability.
• Customer Education: Educate customers on product functionality and best practices to ensure optimal use and reduce support needs.
• Team Collaboration: Work closely with internal teams and customers, fostering teamwork and maintaining a professional, timely approach to service delivery.

Training and Implementation:

• Participates in or leads pre-sales support, assessment and trial evaluations of new products and services
• Participates in or leads the post-sales assessment, design, implementation and monitoring of new products and services
• Instrumental to creation of product training videos, as needed, along with other peers
• Manages customer Go-Live meetings as it relates to 3rd party interface needs.

Customer Engagement, Satisfaction & Insight:

• Driving improvements to the product offering and value proposition, providing direction in how support functions can turn into ‘Insight Engines’;
• Launching and overseeing the Voice of The Customer Program, accountable for its development and optimization of its ‘listening opportunities’; creating a united process for understanding and taking action;
• Influencing a cross-company agreement of how to deliver greatest Customer Experience.

Hire, Develop, Train and Motivate top talent

• Recruit, train, supervise, motivate, and evaluate department staff.
• Support team to achieve regional and national sales goals.

Required Knowledge, Skills and Abilities

• Extensive experience in being accountable for Customer Facing Regulatory requirements, overseeing implementation and operation;
• Extensive experience and strong, dynamic leadership in overseeing multiple projects and functions;
• Experience of business development, strategic account planning and identifying growth opportunities;
• Resilient and diplomatic;
• A strategic mind-set, with a well-honed eye for detail, comfortable with data and customer metrics;
• Fully fluent in all technical aspects of contact centers and customer communication channels, CRMs, and up to date with technological advances in this field.

Education and Experience

• Previous customer success experience in pharmaceutical sales, or medical devices.
• Familiarity with the physician office and hospital environment.
• A minimum of a bachelor’s degree.

Work Environment

• Work requires extensive travel (up to 50%) and willingness to work a flexible schedule.
• All employees are expected to adhere to the TruMed Systems, Inc, Employee Handbook all times. Specifically, all employees of TruMed Systems, Inc., regardless of role, are expected to:
  • Treat others with dignity and respect at all times.
  • Conduct themselves in an ethical manner at all times.
  • Support the mission and values of the company.
  • Comply with company’s expectations, policies, and procedures.

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