Job Description
WORK LOCATION: SAN DIEGO / REMOTE
As a CUSTOMER SUCCESS SPECIALIST for the Customer Success team, you will be closely aligned to the Sales and Technology teams to help onboard customers for success and ensure retention. You’ll develop and maintain long-term business relationships with Optometrists and key staff members by serving as an internal advocate and client liaison. As a “people person,” by nature, you have a hybrid of soft and hard skills required to master technology and manage customer relationships. You are driven to uncover the root cause of a problem, quickly analyze potential solutions, and make clear and informed recommendations. The ideal candidate demonstrates superb communication, organization, and time management skills, and is able to effectively handle a number of diverse and complex problems at the same time.
ROLES & RESPONSIBILITIES:
Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Provide proactive strategy with assigned customer accounts
Work with customers to ensure they are leveraging Optify effectively and finding value in our services
Become an expert in Optify and educate customers on the use and benefits of our products
Work closely with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues
Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
Maintain a revenue base by managing account retention and renewal
Drive upgrade revenue through increased product adoption and increased usage
QUALIFICATIONS:
Bachelor's degree (preferably recent)
Experience in a customer-facing role, such as Customer Success, Customer Support or Account Management is preferred, but not essential.
Possess strong phone, written and verbal communication skills with excellent presentation skills
Confident, high energy, self-motivated and a true team player
Experience working with senior level customer contacts at small and medium sized businesses
Demonstrated ability and desire to work and excel in fast-paced environment
Excellent multitasking and project management skills
Understanding of Internet and web applications with a desire learn new technologies
Ability to understand and articulate software products
Must possess a proven understanding of Customer Success; prior experience in SaaS Customer Success preferred
Well-organized, with a high attention to detail and ability to prioritize
Proficiency with Project Management tools
Experience with Google Docs, Zendesk, Pipedrive and Trello a plus
ABOUT OPTIFY:
We are rapidly signing up independent optometrists enabling them to sell their eyeglasses online. 30k+ independent optometrists distributed over 16k practices in the USA alone continue to write Rx’s each year for the vast majority of 225M eyeglass wearers. That number is increasing annually. Through Rx’s they write, they have direct access to an annual $14Bn USA frame/lens market. We are leveraging the software and patented tech that we’ve built and successfully deployed. We are extending this platform to all optometrists to sell any optical frame/brand with Rx lenses online. E-commerce has lagged for various industry specific reasons--including in-network insurance, proper measurements, etc. Optiy is a turnkey solution helping optometrists thrive in the digital age.
Company Description
We are rapidly signing up independent optometrists enabling them to sell their eyeglasses online. 30k+ independent optometrists distributed over 16k practices in the USA alone continue to write Rx’s each year for the vast majority of 225M eyeglass wearers. That number is increasing annually. Through Rx’s they write, they have direct access to an annual $14Bn USA frame/lens market. We are leveraging the software and patented tech that we’ve built and successfully deployed. We are extending this platform to all optometrists to sell any optical frame/brand with Rx lenses online. E-commerce has lagged for various industry specific reasons--including in-network insurance, proper measurements, etc. Optiy is a turnkey solution helping optometrists thrive in the digital age.