Customer Success Specialist

Position Overview: The Customer Success Specialist’s role is to provide our customers with a positive experience in all aspects of their relationship with Laerdal from the sales process through the order, delivery, and post-sales support. They will develop and maintain long-term business relationships by serving as an internal advocate and client liaison. They contribute to the company goal by helping maintain a high customer retention rate, as well as help secure renewal opportunities. Responsibilities: Customer Experience and Relationship Management Build and maintain strong relationships with assigned customers, serving as the primary point of contact for non-sales-related activities. Foster trust and loyalty by addressing customer issues with a positive, customer-focused attitude. Proactively communicate with customers on upgrades, warranty expirations, and strategies to maximize the value of Laerdal’s products and services. Act with professionalism, courtesy, and timeliness to deliver a consistently excellent customer experience. Monitor account activity and identify areas to deepen relationships and enhance satisfaction. Refine quotes, coordinate scheduling, and oversee complex orders to ensure a smooth process for the customer. Cross-Functional Team Collaboration Collaborate with internal teams, including Sales, Customer Care, Finance, Logistics, and Scheduling, to resolve issues and ensure customer success. Coordinate the seamless delivery of products and services in alignment with customer expectations. Act as the customer’s advocate within Laerdal, ensuring their needs are met through proactive communication and teamwork. Proactive Problem Resolution Leverage dashboards and data to monitor customer interactions, assets, and account health, offering proactive solutions before issues arise. Ensure alignment with customers’ long-term goals by anticipating potential challenges and addressing them preemptively. Laerdal Product Knowledge Resource Maintain a comprehensive understanding of Laerdal’s products and services to provide accurate and efficient guidance to customer inquires. Manage inquiries related to pricing, stock availability, order status, and demo stock. Laerdal Culture Align with Laerdal’s core values and guiding principles in all interactions. Demonstrate passion for Laerdal’s mission to help save lives by delivering exceptional service. Uphold a customer-first mindset while fostering collaboration, innovation, and continuous improvement.