Care Partner Success Specialist - Bilingual English/Spanish

Job Description
Purpose:
The Care Partner Success Specialist is responsible for supporting Clinical Sales by developing trusted customer relationships with one of Lingraphica’s primary customers, the care partner. They are responsible for supporting the care partner throughout their Lingraphica experience by educating them on how to use the product, providing valuable resources and guidance, and answering questions throughout the sales process. Cross-team collaboration, communication, and a deep commitment to care partner satisfaction are at the core of this role.
Essential Duties &
Responsibilities:
Initiates, nurtures, and maintains the relationship between Lingraphica and the care partner
Serves as the care partner’s advocate and primary point of contact throughout the sale process
During care partner interactions listens to the customers’ needs and matches them to LG device features and services
Identifies potential risks and obstacles to the sales process and uses sales strategies to address / reduce objections
Facilitates seamless communication with internal teams to effectively address care partners' needs and collaboratively devise solutions to any challenges they encounter, ensuring a cohesive and unified approach
Keeps the care partner informed on their status in the sales process by proactively communicating important updates, information, and resources
Ensures care partners have a positive experience by providing superior customer support and education tailored to their unique needs and timelines
Builds and maintains strong customer relationships by quickly responding to customer emails, calls, and text messages and following up after all conversations and training sessions
Ensures successful onboarding of new customers by introducing care partners to Lingraphica products, services, and resources in a digestible way
Keeps current on non-clinical device use, features and enhancements
Schedules and conducts comprehensive device training and customization sessions with care partners and/or clients to ensure they are equipped to use our AAC devices maximally
Collects and reports on key metrics within the Sales Team
Promotes sales by assisting care partners with navigating paperwork, trial, and medical requirements, as well as addressing financial questions to facilitate a successful sale
Maintains company standards for CRM procedures
Other duties as assigned