Operations Specialist

AED123; Dallas (TX); On-site; USD 50,000 - 65,000; Full time

Job summary

AED123 is growing rapidly and seeking a Customer Success Specialist to join the team in the design district office. You will onboard new customers, manage ongoing communications, and ensure accurate AED and account data in our systems.

You’ll collaborate with the Customer Success Manager and CEO to improve processes and technology over time. Ideal candidates have strong multitasking, attention to detail, experience with Microsoft Office and web-based software, and a bachelor’s degree from a

Qualifications

• Good judgement.
• Experience / comfort with Microsoft product suite and web-based software.
• Ambition and enthusiasm.
• Bachelor’s degree from a reputable University.

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 set up accounts / AEDs in our systems.
• Serve Customers: Establish relationships, understand needs, proactively address concerns to enhance satisfaction and retention; ship replacement pads, batteries and other equipment in advance of monthly AED inspections; respond to questions about AEDs and app usage for inspections.
• Manage Accounts: Support changes to service agreements; maintain customer data in Salesforce and QuickBooks; review exception reports and ensure AEDs are compliant and ready for use.

Skills

Good judgement

Microsoft Office

Ambition and enthusiasm

Education

Bachelor’s degree

Tools

Salesforce

QuickBooks

Job description

AED123 provides businesses and organizations with Automated External Defibrillator (AED) services. 51 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, new office in the design district).

JOB DESCRIPTION

The Customer Success Specialist will be the sixth member of our rapidly growing Customer Success Team. The Specialist will have direct responsibility for approximately half of our Support Plan customers, including managing customer communication, ensuring consistent execution of our processes, maintaining accurate Account and AED data, and identifying opportunities to improve the customer experience and our internal processes.

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 set up accounts / AEDs in our systems.
• Follow processes in the playbook, leverage our technology, and work with the Customer Success Manager and AED123’s 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
• Ambition and enthusiasm
• Bachelor’s degree from a reputable University