Senior Trial Experience Coordinator

Why join us?

We're on a mission to empower people with disabilities to do what they once did or never thought possible. As the world-leader in assistive communication solutions, we empower our customers to express themselves, connect with the world, and live richer lives.

At Tobii Dynavox, you can grow your career within a dynamic, global company that has a clear, impactful purpose - with the flexibility to also do what truly matters to you outside of work. What's more, you'll be part of a work culture where collaboration is the norm and individuality is welcomed.

As a member of our team, you'll have the power to make it happen. You'll solve challenges, deliver solutions and develop new, efficient processes that make a direct impact on our customers' lives.

JOB SUMMARY:

The Senior Trial Experience Coordinator plays a pivotal role in ensuring that new speech-language pathologists (SLPs) and their clients have a smooth, efficient, and positive trial experience with Tobii Dynavox products. This senior-level position requires a highly independent, proactive individual who can provide personalized support, analyze processes, and collaborate across departments to improve trial outcomes and increase successful conversions to purchase. Acting as a primary point of contact, the Senior Trial Experience Coordinator collaborates with internal teams to streamline support processes, gathers feedback, and contributes to the continuous improvement of the customer journey. The Senior Trial Experience Coordinator will also have a role in the daily support and processing of trial requests.

KEY RESPONSIBILITIES:

• Welcome and guide new SLPs through the trial process, providing tailored resources, tips, and support to drive trial success and product adoption.
• Review customer diagnosis, insurance type, and location to accurately share information and resources to ensures a smooth and efficient path from trial to purchase.
• Proactively reach out to new Speech Language Pathologists to welcome them and provide guidance on getting started
• Monitor Speech Language Pathologist engagement throughout the trial period to identify those who may need additional support
• Provide tailored assistance to ensure Speech Language Pathologists understand the platform, resources, and best practices
• Act as a point of contact for questions, concerns, and troubleshooting during the trial process
• Identify opportunities to enhance customer satisfaction, adoption, and long-term success
• Collaborate with internal teams (e.g., Sales, Learning, Customer Service, Tech Support) to streamline training and support processes
• Gather feedback from SLPs to inform improvements in product and customer experience.
• Serve as a point of escalation for complex or high-priority customer concerns, ensuring timely and effective resolution.
• Work closely with the Trial Manager to evaluate and improve the end-to-end trial experience, including trial documentation, shipment packaging, and customer-facing processes.
• Liaise with the Funding department leaders to analyze trends, identify successful routes to approval, and share best practices with internal teams.
• Partner with stakeholders and subject matter experts across departments to identify, develop, and share training materials, learning resources, and other tools to support SLPs.
• Recognize inefficiencies within trial workflows and independently propose, test, and implement process improvements.
• Monitor and report monthly trial and loaner transactions
• Assist with communications to the Sales team, including New Hire trainings, webinars, and other calls
• Act as a senior resource within the Trial Team, modeling independent problem-solving and cross-team collaboration.
• Support trial-related projects that enhance customer satisfaction and streamline internal operations.
• Track and report on trial performance metrics, identifying areas for improvement and contributing to strategic planning discussions.
• Perform various other duties as assigned
• Provide coverage for standard trial support responsibilities during peak demand or when team members are unavailable.
  • Review and process new trial and loan equipment requests
  • Respond to inquiries from the Trial Department e-mail box, Teams chat, phone calls and voice mail box
  • Respond to customer inquiries regarding our loan programs
  • Enter new customer loan requests into the Order Management database
  • Regular follow up on late loans

MINIMUM QUALIFICATIONS:

EDUCATION / EXPERIENCE REQUIREMENTS:

• Bachelor's degree
• Previous experience in customer support, account coordination, or client services preferred
• Familiarity with Speech Language Pathology, assistive technology, or healthcare environments is a plus

COMMUNICATION SKILLS:

• Interpersonal skills
• Verbal and written communication skills
• Phoning skills etiquette

COMPUTER OR TECHNICAL SKILLS:

• MS Office Word and Excel, PowerPoint
• Salesforce a plus

OTHER SKILLS REQUIREMENTS:

• Organization skills
• Customer service orientation

WORK ENVIRONMENT REQUIREMENTS:

• Able to work at a desk for prolonged periods of time
• Ability to work in a fast paced environment with continual interruptions

• Ability to travel to the Pittsburgh office for team activities/ trainings (approx. 4 times per year)

Apply today!

We believe in empowering individuals - including our own employees - to reach their full potential. So, if you want to change lives while growing your own career, we'd love to hear from you.