Customer Success Team Specialist

Position Overview:

Reporting to the (Director, Renewals & Enablement), the Customer Success Team Specialist (CST helps develop customer relationships that promote customer growth, retention and loyalty. By engaging customers to deepen and strengthen relationships, you will increase account transparency and leverage that information to build an account strategy in partnership with Sales Account Executives (ASE). You will engage with new, existing and prospective customers promoting Circle products and driving customer satisfaction, ensuring growth and revenue targets are achieved. Additionally, you will be held accountable for, and contribute to implement CRM and Marketing strategies.

The CST member will be responsible for sales and administrative duties performed accurately
and on time, and growth within designated accounts, through sales of all products, licenses and services, contract renewals, and management of trial licenses. Using the experience gained from the field and the voice-of customer (VOC), the CST is actively assisting in the improvement of the CRM and the implementation of the Marketing Strategies. The CST will follow up in a timely manner with all designated leads, collect and report pre and post sales customer VOC and be a student of the Circle Sales and Marketing pipeline process so that steps are followed when transitioning prospects to opportunities.

You will also provide occasional support to the VP of Global Partnerships with OEM-related activities essential to advancing the Strategic Business Plan.

General Responsibilities:

The following duties are not intended to serve as a comprehensive list of all duties performed by all employees in this classification. Shown are duties intended to provide a representative summary of the major duties and responsibilities. You may not be required to perform all duties listed and may be required to perform additional, position-specific duties as required.

• Collaborate and Communicate Effectively Work with the Account Executive to review account status, create actionable plans, document and summarize customer calls, and ensure alignment between internal and external sales efforts.
• Customer-Centric Processes and Feedback Gather, analyze, and document customer needs and feedback to enhance satisfaction, drive product and service development, and support the voice-of-customer initiatives for marketing and sales strategies.
• Sales and Marketing Support Actively contribute to lead generation, sales forecasting, data
  reporting, and the execution of sales and marketing strategies, including RFPs, RFQs, and RFIs.
• CRM Management and Analytics Ensure accurate CRM data entry, monitor trial licenses,
  provide analytics to measure strategy effectiveness, and assist with CRM-related education and documentation processes.
• Operational Coordination and Product Delivery Support the execution of the strategic business
  plan by leading operational processes alongside internal teams to ensure the availability, timely delivery, and good order of all Circle’s products to partners.
• Project and Strategy Execution Manage projects related to CRM improvement, participate in
  sales and marketing initiatives, and perform timely reporting to drive continuous improvement and business growth. 

Required Skills/Experience:

• Experience in previous sales roles, preferably in selling sophisticated technology and ideally in
  the medical tech sector
• Good understanding of the healthcare industry
• Excellent use of technology
• Extensive experience of Salesforce or any other CRM platform
• Structured: leads the customer through the process, is organized and responsive
• Outstanding collaboration and interpersonal skills; professional presence and behavior with the
  ability to handle diverse situations
• Outstanding listening, comprehension, and clear, concise and grammatically correct oral and
  written communication skills
• Confident: believes in own abilities and can handle rejection
• Focused: does not get sidetracked, knows the destination (the "close")
• Outgoing: projects a great professional first impression is energized always
• Ability to interact with all levels of the organization
• Be detail oriented and have excellent time management skills