Practice Success Manager

Role Overview

• Serve as the first point of contact for all member inquiries via phone, email, and other communication channels
• Provide comprehensive information and guidance on all IDOC products, programs, and services
• Resolve member issues promptly and efficiently while adhering to established Service Level Agreements (SLAs)
• Maintain detailed records of all member interactions and follow-up activities in CRM systems
• Escalate complex issues to appropriate subject matter experts when necessary
• Identify opportunities to enhance member engagement through additional IDOC offerings
• Conduct consultative discussions to understand member needs and recommend appropriate solutions
• Close sales on applicable products and services during member interactions
• Generate qualified leads for specialized teams when advanced expertise is required
• Maintain comprehensive knowledge of all IDOC products, services, vendor programs, and member benefits
• Stay current on industry trends, regulations, and competitive landscape in independent optometry
• Participate in ongoing training and professional development to enhance expertise
• Collaborate effectively with cross-functional teams including marketing, consulting, accounting, and vendor relations

Requirements

• 5+ years of customer service or support experience required
• 5+ years of sales or consultative selling experience preferred
• Work flexible schedules to provide coverage from 8am EST to 9pm PST
• Optical industry experience strongly preferred
• Proficiency with Microsoft Office (Excel and PowerPoint a must)
• Detail oriented, proactive multi-tasker
• Strong organization and prioritization skills
• Ability to be flexible and work with different functions within the company
• Ability to communicate confidently with members of senior management
• Works well with others, collaborative and cooperative
• Strong verbal and written communication skills
• Works independently with minimal supervision
• People management experience preferred
• Travel as required to attend/lead/support industry, company, and associations events.

Benefits

• Continuing education opportunities
• National, regional, and local peer networking events