Practice Success Manager

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Act as the primary point of contact for all member inquiries through phone, email, and various communication platforms.

• Deliver thorough information and assistance concerning all IDOC products, programs, and services.

• Address member concerns promptly and efficiently while complying with established Service Level Agreements (SLAs).

• Keep detailed documentation of all member interactions and follow-up actions in CRM systems.

• Refer complex issues to the relevant subject matter experts as needed.

• Recognize opportunities to improve member engagement through additional IDOC offerings.

• Engage in consultative discussions to identify member needs and propose suitable solutions.

• Finalize sales of applicable products and services during member interactions.

• Generate qualified leads for specialized teams when advanced expertise is necessary.

• Maintain thorough knowledge of all IDOC products, services, vendor programs, and member benefits.

• Stay updated on industry trends, regulations, and the competitive landscape within independent optometry.

• Work flexible hours to ensure coverage from 8am EST to 9pm PST.

• Achieve or surpass established SLAs for response times and resolution rates.

• Collaborate effectively with cross-functional teams, including marketing, consulting, accounting, and vendor relations.

⛳️ Requirements

• A minimum of 5 years of customer service or support experience is required.

• A minimum of 5 years of sales or consultative selling experience is preferred.

• Work flexible schedules to ensure coverage from 8am EST to 9pm PST.

• Experience in the optical industry is strongly preferred.

• Proficiency in Microsoft Office, especially Excel and PowerPoint, is essential.

• Detail-oriented, proactive multi-tasker.

• Strong organizational and prioritization skills.

• Ability to communicate confidently with senior management members.

• People management experience is preferred.

• Willingness to travel as necessary to attend, lead, or support industry, company, and association events.

🏝️ Benefits

• Health insurance.

• Retirement plans.

• Paid time off.

• Flexible working arrangements.

• Professional development opportunities.