Customer Experience Lead

About DuraStat

DuraStat is an early-stage medical device company focused on developing simple, cost-effect, Gold Standard tissue closure technologies which improve surgical outcomes for patients while contributing to cost saving for the healthcare system. Our core technology was invented by surgeons to help enable precise tissue closure in challenge surgical environments - a domain that is ever increasing in relevance, particularly as MIS surgery grows and proliferates. Our technology platform is protected by 20 granted patents, with a robust pipeline of additional patents under application and development as a result of continued R&D. Contributing to the DuraStat mission is an opportunity to develop new skills, gain experience and work within an outstanding team - all while improving outcomes for patients. As a true startup, life at DuraStat is fast-paced, high-energy, requires wearing multiple-hats and is highly immersive - the perfect environment to rapidly accelerate your career while doing meaningful work for those prepared to Live the Mission!

Job Description

The Customer Experience Lead will report directly to the Sr. Director of Customer Experience and will act as a strategic partner in planning and driving sales initiatives. This role involves direct interaction with surgeons, sales representatives, and hospital value analysis teams. The ideal candidate will be organized, detail-oriented, able to meet deadlines, drive projects to completion and provide exceptional customer service. Additionally, this position requires working cross-functionally with Sales and Clinical Education teams, managing Salesforce.com administration, and generating reports to illustrate strategic sales data.

Products

• Breakthrough Dural Repair Device

Minimum Requirements

• Minimum of 5 years of experience in customer service and/or sales administration, with at least 3 years in the medical/healthcare field.
• Experience in spine/orthopedic environments preferred.
• Possess a 4-year Bachelor's degree and/or a min of 4 years of relevant experience.
• Proven ability to manage multiple projects with a sense of urgency in a fast-paced startup setting. Strong proficiency in
• PowerPoint, Outlook, Excel, Salesforce CRM, and ERP systems. Experience with Salesforce.com administration and report generation.
• Excellent organizational skills and attention to detail.
• Ability to work cross-functionally and build strong relationships with internal and external stakeholders.
• Valid driver's license and ability to support customer shipping needs. Occasional on-call, after-hours, and weekend availability required.

Essential Functions

• Prepare submission packages for hospitals using company templates and standard documentation.
• Manage the submission and approval process end-to-end, ensuring awareness of key dates and timelines and utilizing the correct team resources.
• Assist hospitals with vendor set-up and ensure systemwide approvals.
• Obtain purchase orders for initial orders, coordinate stock checks, and request purchase orders for reorders.
• Support sales representatives by maintaining accurate information within the CRM and ERP systems, report on data in team meetings and drive action items to completion.
• Cross-Functional Collaboration:
• Work closely with the Sales and Clinical Education teams to support strategic initiatives and drive sales growth.
• Assist in planning and coordinating monthly/quarterly sales meetings and tradeshow events including organization and tracking of sales leads.
• Utilize Salesforce.com to manage customer and sales data, ensuring accuracy and accessibility. Build and generate reports to support sales and marketing efforts.
• Assist with the administration of the Salesforce system, including maintaining accurate data, building dashboards, and providing training to team members.
• Process customer orders, ensuring clear communication throughout the fulfillment process. Maintain and update customer accounts and information within the company's CRM and ERP systems.
• Triage customer requests and direct them to appropriate internal resources (e.g., technical questions to Product Management, distributor inquiries to Sales Management).
• Receive, pack, and ship customer orders promptly, ensuring accuracy and customer satisfaction. Monitor and manage inventory levels for commercial products, marketing sales materials, and demonstration materials.
• Maintain shipping material inventory and office supplies to ensure seamless operations.
• Maintain the office environment to ensure efficient daily operations.
• Organize and maintain marketing materials and clinical products securely.
• Handle office supply orders and coordinate with contractors for office maintenance.
• Assist with travel arrangements, booking reservations, and submitting expense reports.

Compensation Information

• Base: based on relationships/experience ($80K+)
  • Bonus: annual bonus if company + individual goals are met. Plus, internal incentives and benefits package.

Location

• Candidate HQ: Austin, TX but open to strong candidates outside of the area.
  -Remote or office-based? Remote if the new hire resides outside of Austin or a mix of remote/office-based for local Austin residents.