Alcon · 11 hours ago

Digital Customer Success Manager

Remote - US

Full-time

Remote

Mid, Senior Level

5+ years exp

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Health CareManufacturing

Actively HiringU.S. Citizen Only

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Responsibilities

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.

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.

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.

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.

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.

Conduct training sessions, webinars, and workshops to educate customers on best practices and new features.

Create and maintain customer-facing documentation, guides, and resources.

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.

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.

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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Digital health solutionsHealthcare technologiesCustomer relationship managementHealthcare systems knowledgeCRM toolsCustomer success metricsTelemedicineEHR systemsWearable devicesHIPAA regulationsSales engineeringCustomer success platforms