Aed123 - Dallas, TX
posted 3 months ago
The Customer Success Specialist at AED123 will play a crucial role in supporting our customers who have signed up for AED Support Plans. As the 17th full-time employee and the 3rd member of our rapidly growing Customer Success Team, you will be responsible for ensuring a smooth onboarding process for new customers, maintaining ongoing relationships, and managing customer data effectively. Your work will directly contribute to our mission of saving lives through the effective management of Automated External Defibrillators (AEDs). In this position, you will take over from the sales team after customers sign up for AED Support Plans. This includes welcoming new customers, leading onboarding meetings, shipping onboarding supplies, and setting up accounts and AEDs in our systems. You will follow established processes in our playbook, leverage our technology, and collaborate with the Manager and CEO to continuously improve these processes and technologies over time. Your role will also involve establishing strong relationships with customers to understand their needs and proactively address any concerns they may have. This is essential for enhancing customer satisfaction and retention. You will be responsible for shipping replacement pads, batteries, and other equipment in advance of monthly AED inspections, as well as responding to customer inquiries regarding AEDs and the use of our app for completing inspections. Additionally, you will manage customer accounts, support changes to service agreements, maintain customer data in Salesforce and QuickBooks, and review exception reports to ensure AEDs are compliant and ready for use.