Customer Success Representative

Position Summary:

The Customer Success Representative is responsible for providing highly responsive, best-in-class customer support to both internal and external customers. The primary responsibility of this role is to partner with Sales Consultants and internal teams to deliver a positive customer experience with Sonex Health products and services. 

Responsibilities:

• Proactive account and order management to ensure customer relationship needs and business requirements are met. Respond to all customer and prospective customer inquiries via phone/email including inquiries from physicians, physician office team members and patients in a timely manner. 
• Provide daily sales reporting and on-going analysis.
• Serve as primary contact for sales consultants and customers for all order related inquiries. 
• Perform accurate and timely creation and modification of all customer orders via phone, email, and fax
• Partner with sales consultants to provide quotations.
• Manage marketing material requests from sales consultants and customers.
• Partner with quality to respond to device experience reports (product returns) and manage customer communication throughout the return process.
• Manage short term ultrasound machine rental process for assigned territory!
• Proactively notify customers of order receipt, shipping information and any potential delays. 
• Partner with operations/distribution to provide accurate delivery commitments to customers. 
• Maintain detailed customer records using Sonex Health’s order management and CRM systems. 
• Assist in providing information to the sales consultants in support of quarterly business reviews. 
• Support management of lab inventory and specimen tracking by partnering with Innoved and internal stakeholders. Track and monitor inventory levels for supplies and specimens. 
• Assist with tradeshow/conference planning and participation. 
• Provide ideas/input for continuous improvement of all order management and customer related activities including support of new system implementations. 
• Compliance with all corporate policy and quality system requirements.

Experience and Qualifications:

• BA/BS degree or equivalent work experience
• Minimum of 3 years of customer service experience
• Demonstrated experience supporting outside Sales teams. 
• Medical device experience highly preferred, but not required.
• Demonstrated team player with strong organizational, prioritization, problem solving and decision-making skills. 
• Proven successful customer relationship management. 
• Attention to detail, excellent written and verbal communication skills, and high level of professional conduct. 
• Strong computer skills including experience working with ERP and CRM systems 

The expected salary range for this role is $58,000 - $64,000 annually. The final offer will be determined based on the candidate's experience, education, skill set and internal equity.

Why Join Sonex Health? The Sonex Health Culture

Transforming Care. Empowering People. Driving Progress. 

At Sonex Health, we are more than a medical device company - we are a movement that is redefining how healthcare is delivered. Every aspect of our culture is rooted in our mission to transform the patient experience through ultrasound-guided solutions, and we proudly live our mission in how we collaborate, innovate, and lead on a daily basis. 

Our Mission: Empowering physicians with ultrasound-guided solutions that transform the patient experience. 

We are boldly pioneering the future of ultrasound-guided surgery. Our innovations enhance patient safety, reduce the invasiveness of procedures, and reduce the cost of care. Our success is not just defined by the technologies we build - it is powered by the people who bring these technologies to life. 

What Drives Us: Our Values 

Refine & Simplify

Continuous Improvement: We continuously improve everything we touch—from tools to training—by simplifying complexity and creating clarity. 

Disrupt the Status Quo 

Growth Mindset, Problem Solving: Progress doesn’t come from comfort. We challenge traditional methods with respect and integrity, pushing boundaries to improve outcomes and elevate patient care. 

Think Differently 

Innovation: We value diverse perspectives, honest conversations, and out-of-the-box thinking to develop innovative, meaningful solutions. 

Accountability

If there's a problem, we address it. We own our work, speak up, and make things right.

Urgency & Focus: 

We prioritize outcomes and manage our time with intention and discipline.

Physical Job Requirements:

In addition to the requirements described in this section, the requirements in the Responsibilities section of this job description are requirements that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to be independently mobile and is occasionally required to walk, sit, use hands and arms to reach and manipulate objects, balance, stoop, talk, and hear. The employee is also required to interact with a computer and communicate with peers and co-workers. The employee must have the ability to work within a fast-paced working environment and under periods of stress. While performing the duties of this of the job, the employee may be required to transport themselves to various business locations as required by their position. Employees that use their own motor vehicle to travel to perform their job duties must have a current, valid state driver's license and insurance coverage that at least meets the applicable state’s minimum requirements.

Additional Information:

This job description is intended as a summary of the primary responsibilities of and qualifications for this position. The job description is not intended as inclusive of all duties an individual in this position might be asked to perform or of all qualifications that may be required either now or in the future. Upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. If an accommodation request would cause an undue hardship or safety concern for Sonex, Sonex may not be able to grant the accommodation, and the employee may not be eligible for this position. 

Sonex Health, Inc. (“Sonex”) is an equal opportunity employer and does not discriminate in employment, including in making hiring decisions, on the basis of race, color, creed, religion, national origin, ancestry, sex, gender (including gender identity or expression), sexual orientation or preference, pregnancy, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, disability, genetic information, sexual orientation, age, military or veteran status or any other characteristic protected by applicable law. In accordance with state and federal disability discrimination law, Sonex Health provides reasonable accommodation to qualified individuals with disabilities during its application and hiring process. In addition, any offer of employment may be contingent upon the applicant’s successful completion of a background check and a drug screen in accordance with Sonex’s Health’s policies and applicable law.