AED123 provides businesses and organizations with Automated External Defibrillator (AED) services. 25 lives have now been saved by the AEDs that we manage! We are doubling in size every year and need more hands on-deck.
WHO YOU ARE
You are a smart, hard-working, and good at customer communication and maintenance of customer data. You want your work to be meaningful, and you want to work with a great team who can challenge you and make work fun. You are good at multitasking with attention to detail. You want to come into the office every day (we have an awesome, brand-new office in the design district).
JOB DESCRIPTION
The Customer Success Specialist will be our 17th full-time employee, and the 3rd member of our rapidly growing Customer Success Team. The Specialist will support customers who sign up for AED Support Plans - including communication with customers, execution of our processes, maintenance of data on Accounts and AEDs, and identification of opportunities to improve.
RESPONSIBILITIES
Customer Onboardings
Take over from sales team after customers sign up for AED Support Plans.
Welcome new customers, lead onboarding meetings, ship onboarding supplies, and setup accounts / AEDs in our systems.
Follow processes in the playbook, leverage our technology, and work with Manager and CEO to improve these processes and technology over time.
Serve Customers
Establish relationships with customers, understand their needs, and proactively address their concerns to enhance customer satisfaction and retention.
Ship replacement pads, batteries and other equipment in advance of monthly AED inspections.
Respond to customer questions about AEDs and use of our App to complete AED inspections.
Manage Accounts
Support customers with changes to their service agreements.
Maintain customer data in Salesforce and QuickBooks.
Review exception reports, and ensure AEDs are compliant and ready for use.
QUALIFICATIONS
Good judgement
Experience / comfort with Microsoft product suite and web-based software