Customer Care Team Manager, Canada

Description

Customer Care Team Manager, Canada

We are overjoyed to be recognized as one of Deloitte's top 500 fastest-growing technology companies in the US! But wait, there's even more excitement in store! Get ready for an incredible new journey as we proudly announce our official public listing ALUR. This momentous milestone opens up a new era filled with boundless possibilities and remarkable growth for our company!

The Customer Care Team Manager is responsible for our growing Customer Care Manager (CCM) team performance and development within the assigned region. We are looking for someone who has a proven track record as a Telemarketing, Telephone Sales and/or Customer Care leader to manage and support a multi-national/lingual team of up to 10+ CCM’s/Telesales advisors in Canada.

The CCM Team are responsible for informing potential customers about the Allurion Program and help them set appointments with partner clinics. The Customer Care Team Manager drives our CCM Team performance by setting targets, identifying training requirements and software workflow needs, monitoring performance and taking ownership of customers questions and issues. Their goal is to improve customer experience, drive sales and to maximize ROI from investment in Direct-to-Consumer marketing.

They will work closely with Marketing, Sales, Training to identify, deploy, and maintain best practices and strategies that support and help propel Allurion’s business growth.

As a Customer Care Team Manager, your responsibilities will include:

• Training and development of the CCM team within your region; listening to calls and coaching to improve performance and capability. Completing regular training and development needs analysis then work with the CCM Director and Professional Education team to plan and execute a scheduled development program
• Ensure the productivity of the team – they should be engaging in 70+ attempts per day to contact patients by phone, focusing on the quality and consistency of the interactions when contact is established
• Manage team response to leads/enquiries and ensure the booking of highly qualified appointments with partner clinics
• Support a Multi-channel lead nurture strategy using software provided by Allurion to ensure consistency: including devising, facilitating SMS / whatsapp / email campaigns using templates and predetermined communications developed by marketing; recruiting for patient events to accelerate conversions, and other lead nurture tactics.
• Relationship development with clinic: meet and visit with field team on a regular basis; including to support front desk training and mini business reviews; per evolving business needs
• Clinic engagement: nurture and maintain good relationship with clinic teams to maximize conversions; working closely with SAM/BDM/NSM to ensure clinic coaching and training
• Coordination of additional marketing and sales support: ad-hoc translations for lead nurture and social media content (emails, SMS, posts, ads); local PR monitoring (Google alerts) to proactively identify negative/positive impact on lead; support definition and execution of sales and marketing strategies per evolving business needs (team meetings, etc.)
• Drive team to call-back leads as soon as possible, preferably within the first 60 mins after enquiry, certainly within 24h; selling value of Allurion Program (using training: elevator speech); engage with patients and tailor discussion according to goals
• Work alongside colleagues in the Marketing team to support social media management: monitor the consistency of responses to comments, inquiries, and report/handle any patient complaint in a timely and accurate manner based on Allurion’s clinical training and data.
• Oversee the collection of data from partner clinics and report in a timely and accurate manner all KPIs requested (including but not exclusively: ROI and weekly reports, patient event planner, SMS/emails etc. reports, etc.), Quarterly Business Reviews
• Pro-actively put in place tactics to develop conversion of patient enquiries

What we are looking for in you:

• Able to work effectively both as a team and independently
• Collaborative, emphatic and easy to build relationships of trust with internal teams and customers
• Strong communication and influencing skills 
• Knowledge of healthcare industry and gastric balloon offer
• Accuracy and attention to detail in the preparation of reports and presentations
• Deep knowledge of Allurion product and program
• Flexible and agile towards new information taking, new tasks management, new relationships building
• Organizational skills and attention to detail; ability to answer queries in a timely and accurate manner
• Travel: 10-25%
• Advanced and experienced in (tele)sales and consultative selling/service role
• 3+ years Sales/Telesales and/or Customer Service Team leadership experience
• Advanced communications skills - French + fluent in written and oral English)
• Smart, positive, reactive and proactive to quickly adapt to a rapidly changing environment
• Languages: English and French (for the Canadian Market)
• Able to lead a team in the delivery of a high-quality end to end customer experience

About Us:

Aim & Enthusiasm

• Advancement
• Work-Life Integration
• Inclusive Benefits

At Allurion, you will find a determined and hands on -cooperative culture driven by a passion for innovation that helps us all stay connected. With determination, transparency and a deep caring in helping humans form healthy habits, we’re solving one of the most important healthcare challenges in obesity. Together, we’re one global team committed to making a difference in people’s lives around the world. This is a place where you can find a career with profound purpose—transforming the lives of people through your every day work.

Allurion has developed and commercialized the world’s first weight loss platform - including devices, digital therapeutics, and nutritional programs to help treat obesity. The company has already treated over 100,000 patients, and grown revenues at 100%+ CAGR over the past 5 years. We're headquartered outside of Boston, with offices in Paris, Dubai and Hong Kong.

The company was founded in 2009 on Harvard Medical School's campus, to build alternative options to treat and empower millions of patients. We developed the Allurion device (formerly Elipse™ device), and we manufacture and market the Allurion™ Program – a breakthrough in weight loss therapy. Patients lose on average 10-15% total body weight loss over the four-month course of device therapy, which does not require surgery, endoscopy or anesthesia.

How We Hire

Allurion welcomes candidates from all backgrounds. We’re committed to a fair hiring process free from discrimination. If your experience is close (even if not a perfect fit) to what we're looking for, please consider applying. Experience comes in many forms – skills are transferable, and passion goes a long way. We know that diversity makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.