Care Partner Success Specialist (Remote, PST Time Zone)

Company Description

At Lingraphica, we are dedicated to improving lives by helping individuals with speech and language challenges communicate more effectively, regain independence, and enhance their quality of life. Since our start more than 35 years ago, we’ve combined compassionate support with advanced augmentative and alternative communication (AAC) devices, software and community-based services to serve people with aphasia, brain injury, autism and other communication needs, as well as their families, care partners and clinicians. Grounded in our core values of Action, Empowerment, Improvement and Integrity, we strive to create an inclusive, supportive workplace where innovation meets genuine empathy and every team member has the opportunity to make a meaningful impact.

Job Description

Purpose:
The Care Partner Success Specialist plays a critical role in Lingraphica’s Clinical Sales process by building trusted relationships with care partners—family members, friends, or professional caregivers—who support individuals using our AAC devices. The CPSS ensures care partners are informed, engaged, and equipped throughout the trial and sales journey. This includes providing device training, facilitating communication with internal teams, offering tailored support and education, and navigating required administrative steps. This role requires a high degree of organization, adaptability, attention to detail, and a passion for helping others. 

Essential Duties & Responsibilities:

• Serves as the care partner’s advocate and primary point of contact throughout the sale process 

• Builds strong, trusting relationships through timely, empathetic, and personalized communication via phone, text, and email from point of intake through sale 

• Listens actively during care partner interactions and matches their needs to appropriate Lingraphica device features and services 

• Schedules and delivers customized training and device support sessions tailored to the care partner’s and/or client’s needs, comfort level, and communication style 

• Identifies potential risks to the deal (e.g., low buy-in, confusion, tech discomfort) and applies proven sales strategies to reduce objections and maintain forward momentum 

• Keeps the care partner informed and engaged through proactive updates, check-ins, and education across the sales process  

• Supports the sales process by assisting care partners with navigating paperwork, trial steps, medical requirements, financial questions, and effectively connecting care partners with the appropriate team members or subject matter experts as needed 

• Obtains required paperwork and information to meet trial and insurance requirements 

• Prepares thoroughly before outreach by reviewing deal notes, internal comments, and stage details to ensure accurate, well-timed communication 

• Maintains accurate, timely documentation of all care partner interactions, trainings, and updates in HubSpot, following company CRM standards 

• Tracks and reports on training volume, engagement trends, and care partner outcomes to support team success and inform strategy 

• Stays current on non-clinical device updates, features, and enhancements to confidently educate customers 

• Collaborates cross-functionally with Clinical Consultants and other internal teams to coordinate outreach, resolve challenges, and deliver a seamless care partner experience 

• Follows established CPSS processes and communication guidelines, while remaining adaptable to workflow changes and team priorities 

• Participates in audits, training, and feedback loops to improve team alignment, performance, and the care partner experience 

• Other duties as assigned 

Qualifications

Education & Experience: 

• Bachelor’s degree, preferred, or equivalent combination of education and experience  

• 2 years customer service experience 

• Experience in sales, engagement or relationship management strongly preferred 

• Experience in the healthcare industry preferred 

• Proficiency with HubSpot, Office 365, Zoom preferred 

Knowledge, Skills & Abilities: 

• Strong empathy and customer-centered mindset 

• Active listening and creative problem-solving skills with a solutions-oriented approach 

• Ability to deliver a superior customer experience   

• Proven ability to manage details in a fast-paced, high-volume, and evolving environment 

• Excellent attention to detail in documentation, task execution, and internal coordination 

• Strong written and verbal commu