Customer Experience Liaison

Company Overview The journey for a patient with a brain tumor is deeply emotional. Newly diagnosed patients often arrive at the emergency department due to changes in vision, balance, or cognitive function. Their world is quickly turned upside down as they race towards surgery. Unfortunately, many patients (~50% for glioblastomas) experience recurrence within a few months and, along with their dedicated family members and clinicians, must navigate treatment options once again. It has been over a decade since an innovative treatment option was cleared by the FDA—until GammaTile® Therapy! GT Medical™ Technologies exists to provide a better option for these patients, caregivers, and clinicians. Guided by our Shared Values of Empathy, Empowerment, and Excellence, we strive to make a meaningful difference. Our Corporate Purpose is to Improve the Lives of Patients with Brain Tumors, and this mission drives us daily. GammaTile® Therapy is supported by over 120 incredible teammates who collaborate organically, challenge appropriately, and are consumed with helping the next patient. As a fast-growing company, we have a great core team, an innovative solution, and the resources to support continued expansion. We are now seeking a Customer Experience Liaison to add to our Customer Experience team. This individual will hybrid in Tempe, AZ . If you have a heart for patients with brain tumors, the passion for helping others, and posess excellent communication and strong problem-solving skills, we’d love to talk to you! Position Summary The Customer Experience Liaison delivers best-in-class customer service and operational support to both internal and external customers of GT Medical Technologies. This role regularly interacts with physicians, hospital administrators, and, at times, patients or their caregivers. Working cross-functionally with teams across the organization, particularly Sales, this position plays a key role in supporting customers and helping manage day-to-day business operations. The ideal candidate is detail-oriented, proactive, and thrives in a fast-paced, hands-on environment. The Customer Operations Liaison supports the Customer Operations team by executing a variety of responsibilities, including customer service, training support, and administrative processes, all while ensuring accuracy, efficiency, and a positive customer experience. Job Duties/Responsibilities Supports the Director of Customer Experience with related tasks and projects. Collaborate cross-functionally with internal teams to process and fulfill customer orders. Coordinate and execute customer order logistics to ensure timely and accurate delivery. Supports vendor relationships and associated exercises. Executes order and business-related activities within the CRM, ERP and Finance systems. Support customer onboarding and training to ensure a smooth and positive experience. Respond to customer inquiries and help resolve or escalate issues as needed Serves as a liaison for the Patient Navigator Program, supporting coordination, communication, and overall patient experience. Support hospital credentialing activities for consultants and key staff. Assist with Value Analysis Committee (VAC) requests and documentation. Supports Accounting operations, including month-end close, invoice reconciliation, and related financial activities. Maintains updated product knowledge and processes. Contribute to a positive, collaborative team environment. Embodies the Company’s purpose and shared values, building a positive and productive team culture. Comply with Company policies and procedures. Authorized to access employee and/or patient PHI and ePHI only as needed for job-related functions. Other duties as assigned. Qualifications BA/BS in Business Administration, Communication, or relevant degree or equivalent work experience in medical device industry. 3+ years of previous customer service experience. Strong problem solving and the ability to think on your feet in the spur of the moment. Excellent organizational and multitasking skills. Detail-oriented. Ability to maintain composure in stressful situations. Ability to manage multiple projects, competing deadlines and effectively prioritize work. Strong analytical and excel capabilities. Hands-on employee with the ability to function well in a start-up environment. Strong compliance to HIPAA requirement Excellent written and verbal communication skills. Highly proficient in using Microsoft office programs (Word, Excel, Outlook, and PowerPoint). Proficient in using Microsoft office programs (