Requisition ID: 61575 Title: Customer Success Specialist II Division: Arthrex, Inc. (US01) Location: Fort Myers FL
Arthrex is a global medical device company and a leader in new product development and medical education in orthopedics. We are currently seeking a Customer Success Specialist II to be part of our highly productive and energetic team. Our Customer Success Specialist team is accountable for the customer's overall success with the Arthrex Field Inventory Management System and for establishing strong business relationships and connections with agency and corporate partners. If you have a passion for problem solving and customer care, then this is a great opportunity for you. This analytical, process-oriented individual will work closely with IT and business teams to learn and support our Sales teams and Agency partners. The successful candidate will embrace the challenge of solving business problems in a fast-paced environment. Excellent communications and analytical skills, ability to learn and multitask, will be essential for this position. Join our talented team at a global medical device company focused on Helping Surgeons Treat Their Patients Better™.
This role will be onsite with us at either our Fort Myers, FL
Essential Duties and Responsibilities:
Drive adoption of the Arthrex Inventory Management System (Redspot).
Consistently provide superior customer service to Arthrex agency users and Arthrex corporate teams via email, telephone, and face-to-face interaction.
Act as a trusted customer point of contact with Arthrex agency partners and corporate business teams.
Champion Technology and use this knowledge to effectively guide end users towards their desired outcomes.
Contribute to ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' success.
Use knowledge of the application and Arthrex agency operations and sales functions to pro-actively recommend services and features available to the users.
Effectively teach the software to end users by conducting training sessions, web screensharing, emailing, telephoning and stand-up presentations.
Provide on-site training for agency operation and sales personnel as requested which may require occasional evening and weekend work. Travel up to 25% may be required.
Additional Duties & Responsibilities
Work closely with the Arthrex Audit Team to ensure timely and accurate agency inventory audits.
Work closely with the Arthrex business teams to coordinate agency transitions and new agency implementation activities.
Engage with the relevant development teams and Arthrex stakeholders to translate customer feedback into product requirements and feature enhancements.
Develop knowledge base content and training guides, including training videos.
Review and provide input on proposed changes to ensure customer satisfaction.
Identify and recommend software feature improvements.
Assist with the software quality assurance process, checking for errors or issues that may be problematic to the users.
Technical certifications or professional development related to customer success, public speaking, or similar preferred.
Specialized Skills
Passion for driving customer success and measurable outcomes.
Three or more years of customer service or software support experience or relevant domain experience is preferred.
Microsoft Excel and PowerPoint knowledge is preferred.
Excellent verbal and written communication skills are required.
Ability to coordinate multiple projects and customer accounts at any given time is required.
Superior follow-through on assigned tasks in terms of timeliness, communication, and accuracy is required.
Ability to quickly adapt to changes in the software, process, and work is required.
Ability to work both collaboratively and autonomously with a strong work ethic and positive attitude.
Self-directed work habits, applied with creativity, resourcefulness, and a sense of personal responsibility.
Strong consulting skills and proven results working as a trusted advisor to drive value for customers.
Prior experience working with field inventory software is preferred.
Microsoft Excel and PowerPoint knowledge is required.
Knowledge of Arthrex agency inventory operations is preferred.
Knowledge and familiarity with other Arthrex software applications (i.e., Salesforce, Business Portal, SAP, Okta) is preferred.
Familiarity with Arthrex field operations policies and process is preferred.
Excellent grammar and professional writing skills with the ability to create and edit training materials and process guides is required.
Prior end-user training experience is preferred.
Prior experience working in the medical device industry is preferred.
All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other status protected by law.
