Job Description

Job Description

Job Description

Who We Want:

Are you driven and competitive yet still interested in making a difference in the world? This is an excellent opportunity to become part of a successful, fast growing healthcare tech company that is revolutionizing emergency medical care for children and adults on a national/ international level.

Who We Are:

Pediatric Emergency Standards Inc. is the innovator of the award-winning Handtevy Pediatric Resuscitation System. The Handtevy System is a fully integrated, cloud-based workflow management software program for pre-hospital (EMS) and hospital healthcare providers to be used to treat the critically ill or injured pediatric patient. We empower healthcare providers to rapidly and accurately respond to emergent calls with ease while reducing medical error and improving quality of care for all patients.

Responsibilities :

We are seeking a highly motivated and customer-focused Success Specialist to join our dynamic team. This role requires a blend of technical expertise and excellent customer service skills to provide top-tier support to our clients. The ideal candidate will troubleshoot technical issues, resolve customer inquiries, and deliver an exceptional customer experience across all interactions.

Key Responsibilities:

• Maintain regular contact with clients through check-ins, reviews, and support according to expected KPI’s.
• Document all interactions, troubleshooting steps, and resolutions in Handtevy’s ticketing system (Freshdesk).
• Guide customers through the features of products, providing step-by-step assistance to ensure they can maximize the value of the tools and services.
• Work closely with other departments such as IT, Customer Support, and Clinical to ensure a seamless customer experience.
• Stay up-to-date with the company’s product updates, new releases, and emerging technologies to provide accurate and informed support.
• Monitor client health and proactively address risks to engagement or retention.
• Develop tailored success plans for each customer, aligning with their goals and KPIs.
• Identify opportunities for account expansion and communicate value to support renewals or additional Handtevy products.
• Serve as a customer advocate internally by sharing insights with appropriate team members.
• Serve as a point of contact for customer inquiries addressing both technical and general inquiries through phone and email in a prompt and professional manner.
• Maintain detailed records of customer interactions and support activities in Freshdesk, Salesforce and other success platforms.

Education/Skills Required:

• Bachelor’s Degree preferred
• Knowledge of (prior use preferred) of; Google Suite (Gmail, Google Sheets, Google Docs), Salesforce
• Self-motivated with a desire to achieve results
• Professional demeanor and exceptional phone presence
• Aptitude to learn quickly, apply your learning and grow professionally
• Active listener and articulate communicator
• Ability to understand customer needs and respond with empathy and patience.
• Highly organized with excellent time management skills
• Written communication skills

Annual Salary DOE: $50,000-$70,000

Work Location:

• Davie, FL

• Full Time

We are an Equal Opportunity Employer and a Drug-Free Workplace

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