Customer Success Specialist

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. 

This position is in office, Monday - Friday, reporting to company headquarters in Valencia, CA.

Job Responsibilities:

• Provide the first line of communication with customers, ensuring a positive customer experience through efficient, courteous, prompt service and consistent follow-up for customer inquiries, order processing, and complaint resolution. 
• Ensure consistent high-quality service in contracting, processing orders, tracking shipments and resolving customer issues. 
• Support sales team with account onboarding, including resources for Value Analysis Committee, pricing negotiations, contracting and other product information.     
• Collaborate with Operations team to ensure timely fulfillment of orders.
• Partner with Quality Assurance team on customer complaint resolution based on SetPoint's Customer Feedback and Complaint Management policies, and manage product returns, if needed.
• Escalate customer issues and resolve complex service 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 in a relevant discipline, or equivalent combination of education and experience.
• Ability to learn and be proficient with ERP systems (e.g. NetSuite, QAD) as well as CRM systems (e.g. Courier Health).
• The drive to go above and beyond to serve our customers while also having the ability to maintain composure and professionalism under pressure. 
• Strong background in performing duties of customer service within a regulated industry which should include exceptional listening, questioning, call control and de-escalation techniques when resolving complex customer service issues.
• Strong organizational skills and the ability to follow multiple projects from start to completion, simultaneously. 
• Excellent attention to detail and flexibility to thrive in a dynamic environment.
• Motivated self-starter with a positive attitude who can work independently and collaboratively in a diverse cross-functional team environment.
• Excellent verbal and written communication, presentation, and training skills. 
• Display dependability with a good attendance record.
• Possess the ability to multitask and navigate through multiple systems.

Preferred Qualifications: 

• 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:

• Company Headquarters in Valencia, CA.
• 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.

Salary Description:

$32 - $38/hour, depending on experience.

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.