Job Description

Shockwave Medical, Inc. is a pioneer in the development and commercialization of Intravascular Lithotripsy (IVL) to treat complex calcified cardiovascular disease. Shockwave Medical aims to establish a new standard of care for medical device treatment of atherosclerotic cardiovascular disease through its differentiated and proprietary local delivery of sonic pressure waves for the treatment of calcified plaque.

POSITION OVERVIEW

The Customer Success Associate will provide professional, day-to-day support for our field sales representatives and clinical research specialists, as well as customers across the globe, by utilizing a broad knowledge of Shockwave Medical products, services, and policies. Responsible for processing trunk stock, consignment, and direct orders, maintaining customer data, auditing inventory, pricing accuracy, and post-order activities such as returns, credits, and invoicing.

ESSENTIAL JOB FUNCTIONS

• Communicate with Shockwave customers and sales/clinical representatives over phone and email.
• Work with the operations team to get products to our customers when they need it.
• Process sales orders and work with customers in the event of issues or discrepancies.
• Actively manage Customer Service cases in Salesforce to ensure response times to customers meets and exceeds service level agreement levels.
• Manage and audit inventory deployed to the field in trunk stock and on customers shelves.
• Maintain complete and accurate customer data across systems (Salesforce, ERP system).
• Work cross-functionally with the finance, sales, marketing, and operations teams as needed on projects relevant to the success of Shockwave customers.

REQUIREMENTS

• Bachelors degree preferred or equivalent experience.
• 1 3 years of customer success experience, healthcare/biotechnology/medical device preferred.
• Working experience with Salesforce or similar platforms.
• Working experience with ERP systems such as Oracle, SAP, QAD.
• Exceptional oral and written communication skills.
• Excellent organizational and task management skills
• Strong professional judgement.
• Enjoys problem solving, finding ways to improve processes, and rolling up sleeves to get work done in a startup environment.
• Ability to work in a fast-paced environment while managing multiple priorities.
• Operate as a team and/or independently while demonstrating flexibility to changing requirements.
• There may be continuous sitting for prolonged periods (more than 2 consecutive hours in an 8-hour day)

BENEFITS

Shockwave Medical offers a competitive total compensation package including comprehensive benefits (medical, dental, vision) as well as pet insurance and student loan refinancing support.

EEO Employer