Customer Success Specialist

Description SetPoint Medical's Customer Success Specialist will be responsible for seamlessly supporting customers and commercial teams. This role will be instrumental in creating a positive customer experience and driving operational excellence at SetPoint Medical. Key responsibilities include account initiation in SetPoint's ERP system, supporting contract negotiations, processing purchase requests, and overall customer satisfaction while providing a high level of service quality. In a fast-paced start-up environment, this role will need effective communication skills, the ability to excel under pressure, the ability to follow a task from start to finish, and excellent cross-functional collaboration with commercial, operations, quality assurance and finance teams. Requirements

• Provide the first line of communication with customers, ensuring a positive customer experience through efficient, courteous, prompt service, and consistent follow-up.
• Ensure consistent high-quality service in contracting, processing orders, tracking shipments and resolving customer issues.
• Support sales team with account onboarding and the contracting processes.
• Collaborate with Operations team to ensure timely fulfillment of orders.
• Partner with Quality Assurance team on customer complaint resolution.
• Escalate customer issues and resolve complex concerns professionally.
• Complete administrative and training requirements on time and accurately.
• Maintain company standards involving ethical and moral character and always represent the company with the highest professional standards. Minimum Qualifications
• Bachelor's degree or equivalent combination of education and experience.
• Minimum of 2+ years of experience in a customer support or program management role.
• Ability to build trust and rapport quickly with a wide range of personalities.
• Service oriented mindset with a team-first attitude and a strong inclination to find solutions.
• Strong emotional intelligence and conflict resolution skills, which includes the ability to maintain composure and professionalism under pressure.
• Strong ownership and the ability to manage multiple projects from start to completion, simultaneously.
• Project management mindset with the ability to track the status of projects at every stage, while staying very organized.
• Excellent written communication which demonstrates professionalism, clarity, and accuracy.
• Strong verbal communication skills with the ability to present information to groups.
• Comfortable learning new systems and tools.
• Positive, and motivated self-starter who has the drive to go above and beyond to serve our team and customers.
• Dependable with strong attention to detail. Preferred Qualifications
• Background in Project Management.
• Experience in a clinical environment, particularly with hospital or surgical center interactions.
• Experience or knowledge of implantable medical devices. Physical Requirements
• Ability to perform routine physical tasks, including lifting to 20 pounds.
• Comfortable working in a sitting position and performing repetitive tasks. Work Location and Travel
• This position is located at the company headquarters in Valencia, CA.
• A Customer Success Specialist will work 8 hour shifts, Monday to Friday.
• Minimal travel; opportunities may be available based on interest and business need.

Company Description SetPoint Medical is a commercial-stage medical technology company dedicated to improving care for people living with chronic autoimmune diseases.

Department:

Marketing Reports To:

Customer Success Manager FLSA Status:

Hourly, Non-Exempt Location:

Valencia, CA In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Candidates must have and maintain authorization to work within the United States as a condition of employment. We are proud to be an equal opportunity employer and we value diversity. SetPoint does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.