Customer Success Specialist


Summary: Silk Road Medical is seeking a talented and dedicated Customer Success Specialist that will support the company’s mission on reducing the risk of stroke. The Customer Success Specialist is a critical role within our Commercial Operations team and is responsible for ensuring that our customers have the best-in-class experience. The primary responsibilities will be to process orders accurately to ensure delivery of our medical device, setting up new customers, support sales reps with trunk stock and conduct their monthly trunk audit. The Customer Success Specialist will interface with our customers and sales reps and work closely with Finance, Marketing, Quality, Operations, and Supply Chain.

Essential Duties: 

In this position, you will be responsible for the following:

  • Processing sales orders accurately to ensure delivery of medical device
  • Processing bill only orders and trunk stock requests
  • Meeting the needs of our customers by researching, problem solving and generating information
  • Setting up new customers, assigning customer numbers, obtaining all pertinent account information for shipment and billing
  • Providing customer support via phone and email
  • Supporting customer contracts and pricing agreements
  • Collaborating directly with customers to confirm orders
  • Proactively working with Sales reps and Finance to resolve sales order discrepancies and purchase order issues to ensure invoices are accurate
  • Supporting customers with discrepancies regarding shipments or billings
  • Coordinating RMA process with customers and field personnel
  • Auditing Sales Reps trunk stock monthly and locating discrepancies
  • Maintaining Financial and Regulatory compliance
  • Collaborating with Clinical and Regulatory to ensure Vendor forms are completed accurately

Experience, Knowledge and Skills Required:

  • Bachelor’s Degree preferred
  • Minimum of 2 years Customer Service Experience
  • Solid computer skills, including Excel, Word, and Outlook
  • Strong analytical skills coupled with exceptional attention to detail
  • Must have excellent verbal and written communications skills
  • Excellent research and problem-solving skills
  • Demonstrated ability to learn and become an expert
  • Experience with company SOPs, document control or regulated environment is a plus
  • Experience or basic understanding of contractual agreements is a plus
  • Knowledge of SalesForce.com is a plus
  • Knowledge of QAD ERP software a plus
  • Previous experience in the Medical Device Industry is a plus

What We Offer You:

  • A collaborative work environment with colleagues who care about each other and the success of their organization
  • A workplace where you are treated fairly, compensated competitively, and can learn and develop your skills with ongoing training
  • A chance to join an industry which is saving lives and changing the shape of healthcare
  • A very fun and supportive environment in a fast-growing organization where there is never a dull moment

Interested candidates should submit their resume to jobs@silkroadmed.com.

Join us!

  • ©2019 Silk Road Medical

  • 1213 Innsbruck Drive,
    Sunnyvale, CA 94089

    phone: 855.410.TCAR (8227)
    local phone: 408.720.9002
    fax: 408.720.9013