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
Maintain awareness of internal activities and developments in other functional areas of the organization 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 association with case handling and escalation as required
Provide product training to patients and study participants
Act as a subject matter expert and training resource for internal customers and the Customer Care team
Educate customers regarding product features and benefits
Act as a patient advocate, voice of the customer and as a resource for internal customers requiring patient feedback
Support new and emerging business models
Work closely with marketing, product development and sales to develop and refine messaging
Support Territory Managers as needed

Bachelor’s degree or higher required
3+ years medical device experience or healthcare experience including direct customer interaction
Demonstrated track record of outstanding customer focus
Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams
Proficiency with customer relationship management (CRM) software and other relevant tools
Proven problem-solving skills

Customer Success Specialist

Key skills