Customer Success Coordinator

Company Overview

Join us for an enriching journey with Outset, a trailblazing medical device company that is revolutionizing the field of dialysis. Our focus is to create one high performing team, obsessed with progress, in an atmosphere that is brimming with transformative opportunities. The heart of our mission is pioneering a groundbreaking technology that redefines the landscape of dialysis, streamlining complexity and cost, because patients deserve “better” now, not some day.  

At Outset we’re revolutionizing an industry and changing lives. We’re impacting what the future of dialysis looks like by creating a first-of-its-kind technology in order to reduce the cost and complexity of dialysis. FDA cleared for use across care settings, from the hospital to the clinic to the home, the Tablo® Hemodialysis System harnesses modern technology for a new holistic approach to dialysis care. We’re giving providers time back to focus on patient care. And we’re giving patients the power to take control of their life and get back to enjoying the things they love.

Position Overview: 

The Customer Success Coordinator is an entry level Customer Success role that provides a footing in both implementation and customer renewals to position individuals in this role for future strategic Customer Success Management career paths. The majority of your time will be spent implementing our product with patients at home by tracking, monitoring, and reporting project status to ensure success. You will also be driving revenue by working with Healthcare organizations on service contract renewals. Finally, Coordinators support and work closely with senior members of the Customer Success team to identify points of friction in our current process and recommend improvements. If you love to wear many hats and enjoy a dynamic place to work, we would love to talk to you. 

 

Responsibilities: 

• Manage the current and future home patients’ Tablo Implementations. 
• Coordinate task completion for a successful home patient Implementation (from patient referral to patient installation). 
• Maintain timely reporting and tracking of the home patient Tablo Implementations, by providing visibility and alignment for Outset leaders and customers.    
• Enable data accuracy for Tablo Implementations in Smartsheet and Salesforce. 
• Communicate with Home Patients for scheduling purposes (home site assessment and installations). 
• Conduct weekly meetings to discuss and review home patient Implementations with Key Account Managers (KAR). 
• Communicate and collaborate with partnering cross-functional internal teams (Sales, Sales Ops, Logistics, Field Service, Customer Service) to ensure Tablo Implementations are delivered successfully. 
• Participate and complete assigned Customer Success team goals and initiatives. 
• Participate in identifying necessary process and infrastructure improvements for patient and customer Tablo implementations. 
• Maintain understanding of Tablo products and services associated with implementations. 
• Provide additional administrative support to the Customer Success team as assigned. 
• Cross train as a service contract renewals specialist, conducting renewal emails and follow-up calls with support of accounts receivable as necessary. 

 

Required Qualifications: 

• High school diploma or equivalent experience; Bachelor’s degree is a plus. 
• Minimum of 2 years of experience in a general business environment, accounts receivable or collections, with project coordination and/or customer service experience. 
• Collaborative and customer-centric self-starter able to anticipate needs before they arise and solve problems effectively. 
• Strong proficiency in Microsoft Word, Excel, PowerPoint, and Outlook. 
• Professional ability to communicate confidently and tactfully, both written and orally. 
• Must be able to manage multiple tasks and have excellent follow-up skills. 
• Travel requirements 10-15%  

 

Desired Qualifications: 

• Bi-Lingual (Spanish Speaking)
• Experience working in Salesforce. 
• Meticulous organization and planning skills. Astute attention to detail. 
• Flexible. Able to easily manage ever-changing schedules. 
• Creative problem solver and empathetic toward customers. 

Estimated Salary Range- $50,000-60,000

 

National Salary RangeNational Salary Range (Remote)$1—$1 USDSalary range for Bay Area SF Bay Area Salary Range$1—$1 USDNational Salary Range$1—$1 USD

Company Culture

At Outset, we believe every person matters. Every Outsetter, every patient, every caregiver. Because we are here to create a revolution, and we be