Digital Customer Success Manager

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers.

We foster an inclusive culture and are looking for diverse, talented people to join Alcon. As a Digital Health Customer Success Manager, you will be responsible for ensuring customers are successful in adopting and using digital health solutions, such as telemedicine platforms, electronic health records (EHR), health apps, and other healthcare technologies. This role combines technical knowledge, customer service skills, and healthcare expertise to help clients achieve their health-related goals using the company's products or services.

In this role, a typical day will include:

Customer Onboarding & Implementation:

• Lead the onboarding process, ensuring customers are set up and ready to use the digital health platform.
• Provide training and support on how to use the platform effectively.
• Work closely with implementation teams to ensure smooth product deployment and integration.

Customer Relationship Management:

• Build and maintain strong, long-lasting customer relationships.
• Understand customers’ goals, needs, and challenges and work with them to ensure their success using the product.
• Serve as the customer’s primary point of contact for questions, escalations, and ongoing support.
• Act as a trusted advisor, guiding clients in optimizing their use of digital health solutions.

Customer Support & Advocacy:

• Provide ongoing support to address customer issues, ensuring fast resolution and a positive customer experience.
• Monitor customer health metrics (e.g., usage, engagement) to identify potential risks or areas for improvement.
• Advocate for customers internally, providing feedback to product, engineering, and support teams for product improvements.

Product Adoption & Retention:

• Drive customer engagement and adoption of new features or tools.
• Proactively reach out to customers to ensure they’re fully utilizing all the platform’s features.
• Identify and address areas where customers may not be seeing full value, offering solutions to improve their experience.

Customer Success Metrics:

• Track and analyze key performance indicators (KPIs) such as customer satisfaction, renewal rates, and product usage.
• Prepare and present reports on customer success activities and outcomes to leadership.

Training & Education:

• Conduct training sessions, webinars, and workshops to educate customers on best practices and new features.
• Create and maintain customer-facing documentation, guides, and resources.

Collaboration with Sales & Product Teams:

• Work closely with the Sales team to support the transition from sales to customer success and ensure continuity.
• Collaborate with the Product team to relay customer feedback and assist in the development of new features.

Problem Resolution & Escalation:

• Address escalated issues and work to resolve complex challenges that customers face with the product or service.
• Ensure a quick resolution while maintaining a focus on customer satisfaction and retention.

Market and Industry Awareness:

• Stay updated on the latest trends and regulations in digital health and healthcare technologies.
• Advise customers on how industry changes might impact their use of the platform and provide strategic recommendations.

WHAT YOU’LL BRING TO ALCON:

• Bachelor’s Degree or Equivalent years of directly related experience (or high school+13 yrs; Assoc.+9 yrs; M.S.+2 yrs; PhD+0 yrs)
• 5 Years of Relevant Experience in a Sales Engineering or Technical Sales role
• The ability to fluently read, write, understand, and communicate in English.
• Experience with digital health solutions or healthcare technologies (e.g., telemedicine, EHR systems, wearable devices).
• Strong understanding of healthcare systems, regulations (such as HIPAA), and industry trends.
• Travel requirements: Candidates must live near a major airport and be willing and able to travel up to 50% of the time.

PREFERRED QUALIFICATIONS:

• Certification or experience with digital health platforms or healthcare technology solutions.
• Previous experience working in a healthcare provider organization or with healthcare professionals.
• Familiarity with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms.

HOW YOU CAN THRIVE AT ALCON:

• Benefit from working in a highly collaborative environment.
• Join Alcon’s mission to provide top-tier, innovative products to enhance sight, enhance lives, and grow your career.
• Alcon provides robust benefits package including health, life, retirement, flexible time off, and much more!

Alcon Careers

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Alcon is an Equal Opportunity Employer and participates in E-Verify. Alcon takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an email to [email protected] and let us know the nature of your request and your contact information.