Customer Success Specialist II

Arthrex - Fort Myers, FL

Full-time - Mid Level

Fort Myers, FL

Miscellaneous Manufacturing

About the position

The Customer Success Specialist II at Arthrex is responsible for ensuring the overall success of customers using the Arthrex Field Inventory Management System. This role involves establishing strong business relationships with agency and corporate partners, providing superior customer service, and driving the adoption of technology to meet customer needs. The position requires excellent communication and analytical skills, as well as the ability to multitask in a fast-paced environment.

Responsibilities

• Drive adoption of the Arthrex Inventory Management System (Redspot).
• Provide superior customer service to Arthrex agency users and corporate teams via email, telephone, and face-to-face interaction.
• Act as a trusted customer point of contact with Arthrex agency partners and corporate business teams.
• Champion technology and guide end users towards their desired outcomes.
• Contribute to initiatives to improve customer success.
• Recommend services and features to users based on knowledge of the application and agency operations.
• Conduct training sessions and presentations for end users.
• Provide on-site training for agency operation and sales personnel as requested.
• Work closely with the Arthrex Audit Team for inventory audits.
• Coordinate agency transitions and new agency implementation activities.
• Translate customer feedback into product requirements and feature enhancements.
• Develop knowledge base content and training guides, including training videos.
• Review proposed changes to ensure customer satisfaction.
• Identify and recommend software feature improvements.
• Assist with the software quality assurance process.

Requirements

• High school diploma or GED required; Bachelor's degree preferred.
• 2+ years of relevant work experience required.
• Experience in customer service or software support preferred.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Excel and PowerPoint.
• Ability to coordinate multiple projects and customer accounts.
• Strong follow-through on assigned tasks.
• Ability to adapt to changes in software and processes.
• Self-directed work habits with creativity and resourcefulness.
• Strong consulting skills and proven results as a trusted advisor.

Nice-to-haves

• Technical certifications related to customer success or public speaking.
• Prior experience with field inventory software.
• Knowledge of Arthrex agency inventory operations.
• Familiarity with other Arthrex software applications (Salesforce, Business Portal, SAP, Okta).
• Prior end-user training experience.
• Experience in the medical device industry.

Benefits

• Paid parental leave
• Health insurance
• Dental insurance
• Flexible spending account
• Tuition reimbursement
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching
• Life insurance
• Food provided