About the role

Clinical Product Specialist supporting Insulet’s insulin pump customers through clinical education, troubleshooting, and customer care. Collaborating across teams to improve patient success and product adoption.

Responsibilities

Answer incoming customer questions via phone, email, or assigned tasks
Support product training and troubleshooting through virtual customer meetings
Handle complex clinical-related issues, medical events, onboarding, product use, PDM settings, and product conversion
Assess customer training and education needs and provide individualized clinical guidance and recommendations
Follow standardized workflows and document customer interactions in the CRM system
Explain Insulet products, their operation, and use to existing customers
Proactively manage customer relationships and retain customers on product
Promote insulin pump therapy benefits and provide continuous customer education
Provide on-call support as needed
Collaborate with Product Support, Clinical Business, Learning and Development, Medical Affairs, Marketing, Clinical Field, Customer Care, Post-Market, and Quality Systems teams
Assign patient trainings to Certified Pump Trainers or conduct training by phone, virtually, and email
Perform administrative duties and submit work on time
Participate in regular team and cross-functional meetings
Perform other duties as assigned

Bachelor’s degree
Minimum of 2 years’ experience training and/or managing insulin pump patients
Professional up-to-date credentials and/or certifications mandatory, such as CDCES, Registered Dietitian, or Registered Nurse
State licensure mandatory as required
Current Certified Diabetes Care and Education Specialist certification required
Ability to maintain all required licensure for duration of employment
Experience communicating with a wide range of audiences
Prior industry/commercial experience strongly preferred
Contact center or other relevant environment experience preferred
Experience providing assessment and troubleshooting via phone, virtual platforms, and email preferred
Ability to work in a remote space meeting security and other requirements
Ability to sit and stand in a normal office environment
Manual dexterity for using a calculator and computer keyboard
Occasional travel for meetings and Product Support trainings