Technology and Training Specialist Manager

Company Description

Lingraphica is a mission-driven organization that provides speech-generating devices to help improve communication, speech, and quality of life for people with communication impairments.  We look for candidates who enjoy working in a fast-paced, goal-oriented environment, and who share our commitment to helping individuals on their communication journey.

Job Description

Purpose: The Technology and Training Specialist (TTS) Manager is responsible for leading, coaching, and supporting a team of Technology and Training Specialists (TTS) within the Consumer Sales department. This role ensures the TTS team delivers an exceptional customer experience throughout the device trial process, from initial setup to device training and trial completion. The TTS Manager serves as a mentor, coach, and strategic partner, focused on developing the team, optimizing workflows, and driving device adoption and customer satisfaction. This role also collaborates closely with clinical, sales, and support teams to ensure a seamless customer experience. 

Essential Duties & Responsibilities: 

Team Leadership & Development: 

• Hire, mentor, and support a team of Technology and Training Specialists to ensure they are well-trained, motivated, and meet performance expectations. 
• Conduct regular one-on-one meetings and team check-ins to assess performance, provide coaching and feedback, set goals, and support professional development. 
• Foster a culture of empathy, empowerment, and continuous learning.

Performance Management & Reporting: 

• Set clear expectations for individual and team performance in areas such as client engagement, training quality, trial conversion rates, and CRM documentation. 
• Monitor key performance indicators (KPIs) and analyze CRM and sales data to identify trends, strengths, and opportunities for improvement. 
• Provide regular performance updates and insights to the Senior Manager of Consumer Sales. 

Process Optimization & Cross-Team Collaboration: 

• Identify and implement process improvements to enhance the client trial experience and optimize team workflows. 
• Collaborate with Consumer Engagement, Clinical Sales, Customer Support, and other stakeholders to facilitate seamless communication and a unified customer experience. 
• Support the development and rollout of new tools, initiatives, and processes affecting the TTS role. 

Customer Advocacy & Issue Resolution:  

• Act as an escalation point for complex or high-priority client issues, ensuring timely, effective resolution. 
• Promote best practices for client communication, objection handling, and relationship management within the TTS team. 
• Analyze client feedback to inform training and service enhancements.  
• Strategic Planning & Business Development: 
• Lead or contribute to cross-functional projects that enhance the customer journey and support sales and service initiatives. 
• Participate in strategic planning for the Consumer Sales department, providing insights on TTS operations and customer engagement opportunities. 

Operational Support & Caseload Management: 

• Manage a reduced client caseload, adjustable based on management responsibilities. 
• Oversee new hire onboarding, ongoing training, and skills development initiatives for the TTS team. 
• Maintain expertise in Lingraphica devices and ensure the team is up-to-date with product enhancements and best practices. 

Qualifications

Knowledge, Skills & Abilities: 

• Strong leadership and coaching skills to inspire and develop high-performing teams. 
• Exceptional communication skills (verbal, written, video conferencing) with a strong customer service orientation. 
• Analytical and data-driven approach to evaluating team and individual performance. 
• Strong empathy and ability to build trusted relationships with customers and care partners. 
• Ability to manage competing priorities and thrive in a dynamic environment. 
• Proficient problem-solving and decision-making skills. 

Education & Experience: 

• Bachelor’s degree in a related field (healthcare, education, communication sciences, etc.) preferred; equivalent combinations of education and relevant experience considered. 
• 3-5 years of experience in customer service, technical training, healthcare sales, or a related field. 
• Experience working with people with communication challenges. 
• Experience with HubSpot CRM, Zoom, and Microsoft Office Suite preferred. 

Additional Information

Work Environment & Physical Demands  

Incumbent works from home and is expected to maintain a safe, productive work environment with secure internet access. 

Travel  

Travel to our Princeton, NJ office may be required on occasion, up to 2-4x /year. Occasional travel to national conventions and conferences, within the continental United States.  

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.