Job Description
Description Join Our Team Koya is always looking for curious and passionate individuals who want to join a fast-paced team for a career in transforming venous and lymphatic care through innovative people-centric technologies that improve lives and empower self-care. Koya values integrity, humility, hard-work, camaraderie, and fun. We offer a base + bonus compensation package, and a competitive benefits program.
Job Summary The Customer Success Specialist will wear many hats and assist leadership in the growth and development of the organization. The Customer Success Specialist will be responsible for a) the timely closure and documentation of patient and customer interactions, b) assisting in scheduling and execution of user training, c) support inside sales planning and execution, and d) connecting customer success components through to marketing. This position is a unique mix of technical support, inside sales, customer service, and marketing. The ideal candidate will embrace the opportunity to assist in defining the future of the customer care organization.
This position will report to the Director of Customer Care with dotted-line responsibility to the Director of Strategic Product Marketing and will work closely with our sales organization. The role is full-time, exempt and will work in a hybrid role in our Dallas, TX location.
Essential Duties And Responsibilities The essential functions include, but are not limited to the following:
- Answering phone calls and emails from patients and customers regarding product questions, issues, complaints
- Documenting all interactions in Koya systems
- Following – and continuously improving – standard procedures
- Building a knowledge base with regards to issues and troubleshooting resolutions
- Assisting the quality assurance group with proper closure of complaints, as required by FDA and ISO for medical devices
- Communicates directly with patients to troubleshoot basic issues over the phone. Tracks patient complaints and returns to resolution.
- Responsible for delivering daily productivity, quality, and customer-service standards.
- Develop efficiencies in departmental processes to maximize accuracy and timeliness.
- Ensure Koya Medical’s compliance with all state and federal regulations.
- Handle end-to-end inside sales responsibilities, including document collection and training
- Contribute to the development of MarComm materials, campaigns, and patient communications to ensure an end-to-end patient experience
- May execute on the company’s social media account postings
- May assist with trade show preparation
Minimum Qualifications Education, Experience and Training - 2+ years customer service / product support, highly desired
- 2+ years in a training role, preferred
- 2+ years in an inside sales role, preferred
- Medical device experience, required
- Intermediate knowledge/proficiency in Microsoft Office, Salesforce CRM and Marketing Cloud, and ERP systems
- A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities
- Minimum high school degree; college degree preferred
Knowledge, Skills And Abilities - Excellent organization skills; detail oriented
- Comfortable communicating directly with patients; friendly and empathetic demeanor
- Excellent verbal and written communication skills
- Demonstrated ability to work independently in a fast-changing environment
- Excellent interpersonal skills and a spirit of teamwork
- Familiarity with ISO 13485, FDA, and cGMP
- Knowledge of lymphedema, highly desired
- Competent using personal computers and standard word processing,
spreadsheet, presentation software
- Ability to communicate in more than one language, desired
- Ability to travel up to 10%
- Strong customer service orientation while consulting with patients, physicians, and referral sources.
- Must have strong work ethic
- Effective conflict resolution
- Ability to maintain confidentiality and exercise extreme discretion
- Solutions-oriented problem solver
- Strong knowledge with complex reporting, analysis, and able to implement a corrective action plan based
Core Competencies Strong team player, agile learner, self-motivated, continuous improvement, service focus, communication, mission & vision focus
Tools and Technology G Suite, Microsoft Office Suite, Salesforce CRM
Physical Functions And Work Environment The physical functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.
While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
Note This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any Koya manager authorized to provide instruction or assign work. Duties, responsibilities, and activities may change at any time with or without notice. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and
abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
Job Tags
Full time, Contract work,