Job Description

Purpose : The Care Partner Success Specialist plays a critical role in Lingraphica’s Clinical Sales process by building trusted relationships with care partners—family members, friends, or professional caregivers—who support individuals using our AAC devices. The CPSS ensures care partners are informed, engaged, and equipped throughout the trial and sales journey. This includes providing device training, facilitating communication with internal teams, and offering tailored support and education. This role requires a high degree of organization, adaptability, attention to detail, and a passion for helping others.

**Essential Duties & Responsibilities: **

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

Qualifications

**Knowledge, Skills & Abilities **

• 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

**Education & Expertise **

• Bachelor’s degree, preferred, or equivalent combination of education and experience
• 2 years customer service experience
• Experience in sales, engagement or relationship management strongly preferred
• Experience in the healthcare industry preferred
• Proficiency with HubSpot, Office 365, Zoom preferred

Additional Information

**Work Environment & Physical Demands **

The Care Partner Success Specialist primarily works remotely and is expected to maintain a safe, productive work environment with secure internet access. The ability to operate a computer with or without reasonable accommodation is required.

Travel

Travel to Lingraphica’s home office and to cities within the continental United States for company related meetings, conferences, and customer appointments (if customer is local) may also be required 2-3 times per year.

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty and physical demand satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities and physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To learn more about Lingraphica, visit:www.lingraphica.com!

This Organization Participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE. UU.