Customer Success Specialist II

AtriCure, Inc. provides innovative technologies for the treatment of Afib and related conditions. Afib affects more than 33 million people worldwide. Electrophysiologists and cardiothoracic surgeons around the globe use AtriCure technologies for the treatment of Afib and reduction of Afib related complications. AtriCure's Isolator Synergy Ablation System is the first medical device to receive FDA approval for the treatment of persistent Afib. AtriCure's AtriClip Left Atrial Appendage Exclusion System products are the most widely sold LAA management devices worldwide. AtriCure's Hybrid AF Therapy is a minimally invasive procedure that provides a lasting solution for long-standing persistent Afib patients. AtriCure's cryoICE cryoSPHERE probe is cleared for temporary ablation of peripheral nerves to block pain, providing pain relief in cardiac and thoracic procedures. For more information, visit AtriCure.com or follow us on Twitter @AtriCure.

We foster a culture of inclusion by embracing diverse experiences and individuals where everyone's authentic self is welcome. We offer supporting programs and resources that provide enriching and equitable opportunities for each person to contribute professionally and personally.

POSITION SUMMARY:

The Customer Success Specialist II plays a critical role in enhancing the effectiveness of the sales team by providing comprehensive support to sales representatives, managing territory-related activities, and serving as a key liaison between hospitals, field-based reps, and internal staff. This position demands a proactive approach to problem-solving and the ability to manage multiple priorities in a fast-paced environment.

ESSENTIAL FUNCTIONS OF THE POSITION:

Customer and Field Support

• Manage and prioritize incoming phone calls from field personnel and customers, ensuring timely and effective communication.
• Assist in the resolution of all customer inquiries, fostering strong customer relationships through proactive engagement and follow-up.
• Identify customer needs and coordinate appropriate support activities to enhance service delivery.
• Provide technical support and training to team members and customers, enhancing product knowledge and usage.
• May assist with international support as needed, adapting to diverse customer requirements and cultural nuances.

Order and Inventory Management

• Facilitate order processing, coordinating with relevant teams to ensure timely fulfillment and customer satisfaction.
• Track and communicate overnight orders to ensure accurate delivery timelines.
• Oversee inventory management for field-based personnel, ensuring optimal stock levels and timely replenishment.
• Support EDI (Electronic Data Interchange) implementation to streamline order and inventory processes.

Administrative and Technical Support

• Execute administrative tasks, accurately inputting customer information into databases for comprehensive documentation and record-keeping.
• Assist with completing new vendor forms to ensure compliance and operational readiness.
• Collaborate and handle additional responsibilities as assigned to support departmental needs.

Reporting and Analysis

• Generate and analyze required monthly reports, providing insights to support sales performance and decision-making.
• Collaborate with cross-functional teams to identify and implement process improvements that enhance sales support functions.
• Provide quarterly reports to area teams and attend team calls as needed.

ADDITIONAL ESSENTIAL FUNCTIONS OF THE POSITION:

• Regular and predictable work performance
• Ability to work under fast-paced conditions while maintaining accuracy and attention to detail
• Exercise sound judgement and decision-making skills in various situations
• Prioritize various duties, multitask effectively, and adapt to shifting priorities
• Foster collaborative relationships with colleagues and stakeholders to achieve common
• Additional duties as assigned

BASIC QUALIFICATIONS:

• High school diploma.
• 3-6 years of prior customer service or related experience.
• High level of accuracy with data entry and attention to detail.
• Strong organizational skills with the ability to multitask and prioritize effectively in a fast-paced environment
• Proficient in PC-based systems and familiar with Microsoft Office applications.
• Knowledge of commonly used concepts, practices, and procedures within the sales arena.
• Professional demeanor in interactions with customers and colleagues.
• Adept at problem-solving and capable of handling complex inquiries.
• Eagerness to learn new skills and acquire knowledge relevant to the role.

PREFERRED QUALIFICATIONS:

• Bachelor's degree or demonstrated equivalent combination of education, training, and experience.
• Experience supporting field sales teams within the medical device industry

OTHER REQUIREMENTS:

• Ability to regularly walk, sit, or stand as needed
• Ability to occasionally bend and push/pull as needed
• Ability to pass pre-employment drug screen and background check

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AtriCure has a variety of benefits available for US based employees and their families. Examples include Medical & Dental beginning day 1 of employment, 401K plus match, 20 days of paid Parental Leave, in addition to maternity leave, for new moms and dads, Volunteer Time off, Pet Insurance, and more. Corporate-based employees also have full access to our on-site fitness center and cafeteria. To see a complete list of our benefits, please visit our careers website: https://www.atricure.com/careers-atricure/benefits. AtriCure participates in the federal E-Verify program to confirm the identity of and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here https://www.e-verify.gov/ AtriCure is an Equal Employment Opportunity/Affirmative Action employer and provides Drug Free Workplaces. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national or ethnic origin, age, protected veteran status, status as an individual with disability, sexual orientation, gender identity or any other characteristic protected by federal, state, or local law(s).