Healthcare & Laboratory Customer Success Specialist

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Act as the initial point of contact for inquiries from customers and members

• Independently troubleshoot and resolve the majority of customer support requests

• Escalate intricate issues and facilitate solutions with internal teams and external vendors

• Provide timely and professional customer support

• Conduct onboarding and demonstration sessions for new members

• Assist customers in maximizing the benefits of CLSI membership and subscriptions

• Create customer-facing resources, FAQs, and communications to enhance self-service and adoption

• Serve as the main day-to-day liaison for support vendors and fulfillment partners

• Monitor support activities, identify trends, and suggest process improvements

• Maintain reporting and analytics for customer service

• Execute project-based outreach to potential customers

• Cultivate qualified leads through the quoting process

• Collaborate with marketing and customer experience teams to enhance engagement and conversion processes

⛳️ Requirements

• Professional background in laboratory healthcare

• Experience in customer service, customer success, account management, or membership services

• Experience in supporting business customers (B2B experience preferred)

• Familiarity with customer service or CRM platforms such as HubSpot, Zendesk, Salesforce, or similar systems

• Excellent problem-solving and communication abilities

• Demonstrated initiative; collaborative, proactive, and highly organized

• Comfort in managing multiple priorities and working autonomously

• Preferred background in laboratory healthcare, laboratory medicine, diagnostics, or life sciences

• Experience in delivering customer training, onboarding, or product demonstrations is a plus

• Experience with lead generation, lead nurturing, or sales support activities is preferred

• A Bachelor's degree is required; an advanced degree is preferred

🏝️ Benefits

• Potential for future opportunities based on organizational needs and demonstrated business impact

• Opportunity to contribute to customer success and pilot new approaches to membership growth, engagement, and sales enablement