Customer Success Manager/Software Implementation

Helps customers in achieving their business goals and finding the most value with their investment in Eyefinity and Eyefinity Partner solutions.

Identifies and leverages company-wide resources to address any customer satisfaction, growth opportunity or risk during the customer lifecycle.

Proactively consults with customers to identify their software goals and objectives; acts as a champion for each customer.

Ensure customers derive maximum value and benefits with their investments in Eyefinity products.

Monitor customer engagement and satisfaction; identify at-risk customers; conceive and execute risk mitigation plan.

Drives health and satisfaction throughout the lifecycle of the customer, resulting in loyalty and advocacy.

Primary contact for customer escalations and partners with internal teams, i.e., Product Management, Training and Customer Support, to ensure customer needs and resolution with escalated issues are being met.

Gather feedback and identify key factors for customer success, and then communicate internally across all Eyefinity departments to initiate changes or enhancements to Eyefinity solutions.

Encourage customer interaction in our support forums and participate in customer events.

Maintains and reports statistics regarding retention, product usage and trends.

Facilitates and introduces sales opportunities as appropriate.

Job Specifications

Typically has the following skills or abilities:

Bachelor’s Degree in a related field or equivalent experience.

2+ years of software account management and/or consultative experience.

Knowledge of eyecare or medical practice operations is highly desired.

Organized and know how to document customer interactions through SalesForce or other CRM.

Excellent verbal and written communication and in-person and virtual presentation skills.

Ability to work independently and to collaborate effectively across functions as part of a team.

Ability to empathize with customers.

Regularly exercises discretion and independent judgment in the performance of his/her job duties

Advanced ability to work within Excel spreadsheets

Minimum travel (under 20%)

Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here.

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

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As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees.  VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.