Job Description
Job DescriptionSalary: $50,000-$70,000 annually
Who We Want:
Are you driven and competitive yet still interested in making a difference in the world? This is an
excellent opportunity to become part of a successful, fast growing healthcare tech company that
is revolutionizing emergency medical care for children and adults on a national/ international
level.
Who We Are:
Pediatric Emergency Standards Inc. is the innovator of the award-winning Handtevy Pediatric
Resuscitation System. The Handtevy System is a fully integrated, cloud-based workflow
management software program for pre-hospital (EMS) and hospital healthcare providers to be
used to treat the critically ill or injured pediatric patient. We empower healthcare providers to
rapidly and accurately respond to emergent calls with ease while reducing medical error and
improving quality of care for all patients.
Responsibilities:
We are seeking a highly motivated and customer-focused Customer Success Specialist to join
our growing team. This role is primarily proactive in nature, focused on driving customer
adoption, engagement, and long-term success, while also being equipped to address customer
inquiries and deliver an exceptional customer experience across all interactions. The ideal
candidate is an organized, confident communicator who is comfortable leading virtual meetings,
delivering presentations, and managing a prioritized workload across a portfolio of accounts.
Key Responsibilities:
-Lead virtual customer meetings and presentations to drive engagement, product
adoption, and customer success outcomes.
-Guide new customers through the onboarding and implementation process, ensuring a
smooth transition from signed contract to active use. Conduct business reviews, leveraging engagement data to drive retention conversations and long-term customer relationships.
-Proactively monitor client health and maintain regular contact through structured
check-ins, addressing risks to engagement or retention before they escalate.
-Develop tailored success plans for each customer, aligning with their goals and KPIs.
-Identify opportunities for account expansion and communicate value to support
renewals or additional Handtevy products.
-Serve as a customer advocate internally by sharing insights with appropriate team
members.
-Proactively communicate product updates and new features to customers, including
guiding them through changes to the app or portal as needed.
-Address customer inquiries via phone, email, and video in a prompt and professional
manner.
-Maintain detailed records of customer interactions and support activities in Freshdesk,
Salesforce, and other success platforms.
Education/Skills Required:
-Bachelor's Degree preferred
-Experience in a customer success, account management, or client-facing role preferred
-Strong technical aptitude with the ability to learn new platforms quickly; familiarity with
-Salesforce, Zoom, Google Suite, and Freshdesk preferred
-Strong communicator confident presenting on virtual calls, responsive in writing, and
an active listener in customer conversations
-Self-motivated, coachable, and highly organized; able to manage a high-volume account
portfolio and thrive in a fast-paced environment
-Analytical mindset with the ability to translate data into actionable customer insights