Customer Experience Associate

Customer Experience Associate – Tru Med Systems, Inc.

Tru Med Systems, Inc. is the fastest growing vaccine storage and handling company. Tru Med serves individual clinics, major health systems, and public healthcare facilities throughout the U.S. Tru Med’s mission is to improve health care practitioners’ total outcomes by creating point‑of‑care inventory management systems that support product efficacy, patient safety, and practice objectives. Our first two products are the Accu Vax® Vaccine Management System and Accu Shelf® Inventory Management Systems, which secure medication and material storage, automate control and integrity, minimize risks of incorrect medication delivery, track inventory for all medications, and optimize office workflow.

The Customer Experience Associate reports to the VP of Business Development and Strategic Sales. The CEA will be responsible for the Customer Experience and successful onboarding across the Accu Shelf products for identified Key Accounts.

• Build consensus and gain approval of the telephony provision and all customer contact channels, driving effective customer acceptance and utilization of Tru Med Systems products and services.
• Identify and communicate opportunities for product improvement using direct customer feedback.
• Participate and manage customer assessments for quality care initiatives and develop plans for customer process standardization.

• Advanced Troubleshooting – Provide support for software and technical issues related to Accu Shelf systems, using advanced diagnostic techniques to resolve problems efficiently.
• Escalation Handling – Act as the point of escalation for unresolved issues, analyze cases, develop solutions, and guide customers through the resolution process.
• Customer Interaction – Communicate with customers via phone, email, and chat, providing timely updates and ensuring a positive support experience with empathy and professionalism.
• System Installations & Upgrades – Support customers with advanced installations, upgrades, and configuration of Tru Med’s software and hardware, ensuring compliance with company standards and customer requirements.
• Documentation & Reporting – Accurately document troubleshooting steps, resolutions, and interactions in the customer service management system (e.g., Salesforce).
• Proactive Problem Identification – Monitor support trends, identify recurring issues, and collaborate with Product to drive improvements in processes and product reliability.
• Customer Education – Educate customers on product functionality and best practices to ensure optimal use and reduce support needs.
• Team Collaboration – Work closely with internal teams and customers, fostering teamwork and maintaining a professional, timely approach to service delivery.

• Participate in or lead pre‑sales support, assessment, and trial evaluations of new products and services.
• Lead post‑sales assessment, design, implementation, and monitoring of new products and services.
• Create product training videos with peers as needed.
• Manage customer Go‑Live meetings related to third‑party interface needs.

• Drive improvements to the product offering and value proposition, providing direction on how support functions can become Insight Engines.
• Launch and oversee the Voice of the Customer program, developing and optimizing listening opportunities and creating a unified process for understanding and action.
• Influence a cross‑company agreement on delivering the greatest Customer Experience.

• Recruit, train, supervise, motivate, and evaluate department staff.
• Support team to achieve regional and national sales goals.

• Extensive experience overseeing implementation, operation, and compliance with Customer Facing Regulatory requirements.
• Strong, dynamic leadership overseeing multiple projects and functions.
• Experience in business development, strategic account planning and identifying growth opportunities.
• Resilient and diplomatic communication style.
• Strategic mindset, attention to detail, comfortable with data and customer metrics.
• Fluent in all technical aspects of contact centers and customer communication channels, CRMs, and up-to-date with technological advances.

• Previous customer success experience in pharmaceutical sales or medical devices.
• Familiarity with physician office and hospital environments.
• A minimum of a bachelor’s degree.

• Requires extensive travel (up to 50%) and willingness to work a flexible schedule.
• All employees are expected to adhere to the Tru Med Systems, Inc. Employee Handbook, treating others with dignity and respect, conducting themselves ethically, supporting the mission and values, and complying with company policies and procedures.