Care Partner Success Specialist

Summary

Join Lingraphica as a Care Partner Success Specialist and play a pivotal role in our Clinical Sales process. Build strong relationships with care partners of individuals using our AAC devices, providing training, support, and education throughout the sales journey. You will act as the primary point of contact, addressing their needs and ensuring a smooth experience. This role demands strong communication, problem-solving, and organizational skills, along with the ability to manage multiple priorities effectively. You will collaborate with internal teams, maintain detailed documentation, and contribute to team success through reporting and feedback. The position is primarily remote, with occasional travel.

Requirements

• Strong empathy and customer-centered mindset
• Active listening and creative problem-solving skills with a solutions-oriented approach
• Ability to deliver a superior customer experience
• Proven ability to manage details in a fast-paced, high-volume, and evolving environment
• Excellent attention to detail in documentation, task execution, and internal coordination
• Strong written and verbal communication skills with both external customers and internal departments and across all channels (email, text, call)
• Growth mindset with openness to feedback and a track record of applying it constructively
• Ability to maintain a calm and professional demeanor when assisting customers
• Demonstrated ability to adapt quickly to changing workflows, expectations, and priorities
• Strong organizational skills with the ability to manage multiple priorities while remaining focused and accountable
• Comfortable presenting technology and training users with a wide range of skill levels
• Strong collaboration skills, including responsiveness to internal instructions and cross-functional teamwork
• Ability to work independently and thrive in a dynamic, feedback-driven environment
• Analytical and metrics-driven work style
• 2 years customer service experience

Responsibilities

• Serve as the care partner’s advocate and primary point of contact throughout the sale process
• Build strong, trusting relationships through timely, empathetic, and personalized communication via phone, text, and email
• Listen actively during care partner interactions and match their needs to appropriate Lingraphica device features and services
• Schedule and deliver customized training and device support sessions tailored to the care partner’s and/or client’s needs, comfort level, and communication style
• Identify potential risks to the deal (e.g., low buy-in, confusion, tech discomfort) and apply proven sales strategies to reduce objections and maintain forward momentum
• Keep the care partner informed and engaged through proactive updates, check-ins, and education across the sales process
• Support the sales process by assisting care partners with navigating paperwork, trial steps, medical requirements, and financial questions
• Prepare thoroughly before outreach by reviewing deal notes, internal comments, and stage details to ensure accurate, well-timed communication
• Maintain accurate, timely documentation of all care partner interactions, trainings, and updates in HubSpot, following company CRM standards
• Track and report on training volume, engagement trends, and care partner outcomes to support team success and inform strategy
• Stay current on non-clinical device updates, features, and enhancements to confidently educate customers
• Collaborate cross-functionally with Clinical Consultants and other internal teams to coordinate outreach, resolve challenges, and deliver a seamless care partner experience
• Follow established CPSS processes and communication guidelines, while remaining adaptable to workflow changes and team priorities
• Participate in audits, training, and feedback loops to improve team alignment, performance, and the care partner experience
• Other duties as assigned

Preferred Qualifications

• Bachelor’s degree
• Experience in sales, engagement or relationship management
• Experience in the healthcare industry
• Proficiency with HubSpot, Office 365, Zoom

Benefits

Remote work