Customer Success Specialist

Cala Health, Inc.; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Cala Health, Inc. is seeking a Customer Success Specialist (Contractor) to engage with patients, study participants, clinicians and staff. You will train and support users, capture feedback, and ensure customers receive maximum value from Cala Health products.

Reporting to the Associate Director, Customer Success, this remote role requires 7am-4pm Pacific Time coverage, with shift variations based on business needs. Prior healthcare customer interaction experience is essential.

Qualifications

• Bachelor’s degree or higher is required.
• 3+ years of medical device or healthcare customer-facing experience.
• Demonstrated outstanding customer focus and relationship-building.
• Strong communication and interpersonal skills with internal teams.
• Experience using CRM tools for customer interactions and tracking.

Responsibilities

• Establish and maintain superior relationships with patients.
• Interact with patients, clinicians and staff to provide product support.
• Develop and maintain knowledge of Cala Health products and use.
• Document interactions accurately and escalate as needed.
• Provide product training to patients and study participants.
• Act as subject matter expert for internal Customer Care team.
• Educate customers on product features and benefits.
• Advocate for patients and collect feedback for internal teams.
• Support new business models and collaborate with marketing, product, and sales.

Skills

Medical device experience

Healthcare experience

Outstanding customer focus

Excellent communication

Interpersonal skills

Problem-solving

Education

Bachelor’s degree or higher

Tools

CRM software

Job description

At Cala, we’re working to free people from the burden of chronic disease. We began by creating the first non-invasive prescription therapy for hand tremor. After years of careful fine-tuning and improvements, we recently released kIQ® Plus, our most sophisticated therapy yet. Our products have empowered thousands of people to get back to their lives with confidence and ease.

But we won’t stop there. Our pioneering technology can be applied across neurology, cardiology, and beyond. It’s all part of our mission to help people in their struggle with chronic disease. We’re only just getting started

The Opportunity

The Customer Success Specialist (Contractor) will act as a professional representative of our organization to users of Cala Health products and services. This role involves working closely with customers to understand their needs, provide training and support for our patients, and ensure maximum value for our products. This individual will report to the Associate Director, Customer Success and will not have any direct reports. This position is a remote role with specific hours between 7am-4pm Pacific Standard Time. Shift times may vary based on business need.

A Day in the Life

• Establish and maintain superior relationships with patients
• Act as a knowledgeable company representative by effectively interacting with potential patients / customers and existing, new and potential clinicians
• Develop and maintain superior knowledge of company products and their use
• Maintain awareness of internal activities and developments in other functional areas of the organization such as clinical studies, product development, quality, operations and sales
• Provide product support to any customer of Cala products: patients, study participants, clinicians and staff
• Responsible for accurate and timely documentation of required interactions; maintains knowledge of product developments in association with case handling and escalation as required
• Provide product training to patients, and study participants
• Act as a subject matter expert and training resource for internal customers and the Customer Care team
• Educate customers regarding product features, and benefits.
• Act as a patient advocate, voice of the customer and as a resource for internal customers requiring patient feedback
• Support new and emerging business models
• Work closely with marketing, product development and sales to develop and refine messaging
• Support Territory Managers as needed

Skills and Experience

• Bachelor’s degree or higher required
• 3+ years medical device experience or healthcare experience including direct customer interaction
• Demonstrated track record of outstanding customer focus
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams
• Proficiency with customer relationship management (CRM) software and other relevant tools
• Proven problem-solving skills

Applicants must be authorized to work in the United States on a full-time basis, or eligible for work authorization through a sponsorship path that Cala Health is able to support. Sponsorship decisions are made individually based on role, timeline, and cost considerations, and are not guaranteed.

Cala Health believes our success is based on diversity of people, teams and thinking. We offer all employees the tools, training and mentoring they need to succeed. Our selection process is driven by the key requirements for the role rather than bias or discrimination on the basis of a candidate’s sex, gender identity, age, marital status, veteran status, non-jobrelated disability/handicap or medical condition, family status, sexual orientation, religion, color, ethnicity, race or any other legally protected classification.