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Shockwave Medical Customer Success Associate Lead in Santa Clara, California

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 Lead will support the Customer Service Team in account setup, order entry accuracy, order review, and training. Focused on our international market, you will provide professional, day-to-day support for our field sales representatives and clinical specialists. You will be responsible for processing orders for 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 in a timely manner.

  • Set up new accounts and maintain account data in ERP system.

  • Enter and maintain complete and accurate customer data across systems. Verify account connection to CRM system.

  • Work with the operations team to ensure timely delivery of products to our customers.

  • Process sales orders and replenish inventory deployed to the field in trunk stock and on customers’ shelves.

  • Deliver accurate and timely sales data reports to the organization upon request.

  • Work cross-functionally with the finance, sales, marketing, and operations teams as needed on projects relevant to the success of Shockwave customers.

  • Review team orders for accuracy and provide team member’s with corrections when needed.

  • Regularly present detailed KPIs, especially on workload and error tracking.

  • Perform invoicing prints and posts.

  • Other projects and responsibilities may be assigned at management discretion.

Requirements

  • Bachelor’s degree preferred or equivalent experience.

  • 5+ years of customer success experience, healthcare/biotechnology/medical device preferred.

  • Knowledge of international and US-based customer documentation requirements.

  • Successful history as a liaison with global third-party logistics provider (3PL) and distributor organizations.

  • Experience using Salesforce, QAD or other similar applications and ERP systems.

  • Exceptional oral and written communication skills.

  • Excellent organizational and time management skills.

  • Strong professional judgement.

  • Enjoys problem solving and finding ways to improve and streamline processes.

  • 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.

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