Job Description
The Customer Success Specialist serves as the central point of coordination for high-priority customer issues within a business unit. This role acts as the voice of the customer and ensures rapid, effective resolution of escalations that impact patient care, product performance, and customer trust.
This individual bridges Customer Service, Technical Services, Engineering, Quality, Regulatory, Supply Chain, and Commercial teams, ensuring issues are resolved with urgency, transparency, and accountability while driving systemic improvements to prevent recurrence.
Key Responsibilities
1. Escalation Management
- Own and lead resolution of critical customer escalations, including product performance, delivery delays, service gaps, and clinical impact concerns
- Act as the single point of contact for executive-level or high-risk customer situations
- Coordinate cross-functional “war rooms” for urgent issues
2. Voice of the Customer (VoC)
- Capture and synthesize customer feedback across channels (service calls, field teams, complaints, surveys)
- Identify recurring pain points and systemic issues
- Present insights and trends to executive leadership with recommended actions
- Advocate for customer needs in product development, operations, and commercial strategy
3. Cross-Functional Coordination
- Partner with:
- Quality & Regulatory (complaints, CAPAs, adverse events)
- Customer Service (order status, credit holds, pricing, delivery)
- Technical Support (system troubleshooting and support)
- Field Service / Clinical Specialists (on-site resolution)
- Sales & Account Management (customer communication)
- Supply Chain & Operations (material availability)
- Ensure alignment and accountability across stakeholders during issue coordination and resolution
4. Process Improvement
- Analyze escalation data to identify root causes and drive continuous improvement initiatives
- Implement standard operating procedures (SOPs) for escalation handling
- Reduce repeat issues and improve first-time resolution rates
- Track and report key metrics:
- Time to resolution
- Escalation volume
- Customer satisfaction (CSAT/NPS)
- Recurrence rates
5. Customer Communication
- Ensure customers receive timely, transparent, and accurate updates
- Support field teams in difficult customer conversations
- Participate in executive-level customer calls when necessary
- Protect and rebuild customer trust in high-risk situations
Qualifications
Required
- 8–12+ years of experience in:
- Customer operations, quality, or commercial roles in medical device / healthcare
- Strong understanding of:
- Clinical customers (hospitals, physicians, IDNs)
- Medical regulatory environment (complaints, CAPA processes)
- Strong problem-solving and critical thinking skills
- Excellent communication and relationship management skills
- Familiarity with ERP/CRM (SAP S4HANA, SalesForce) systems
- Experience working cross-functionally with sales, operations, and technical teams
Preferred
- Familiarity with CRM systems and complaint tracking tools
- Lean / Six Sigma or process improvement experience
Key Competencies
- Customer-first mindset with high empathy and urgency
- Calm and decisive under pressure
- Strong problem-solving and root cause analysis
- Ability to influence senior stakeholders
- Structured, process-driven thinking
Success Metrics
- Reduction in repeat escalations
- Improved time-to-resolution for critical issues
- Improved customer satisfaction scores
- Increased visibility of customer insights at leadership level
- Measurable operational fixes driven from VoC insights
