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Customer Care Team Manager, Canada
Company | Allurion Technologies |
Address | Vancouver, British Columbia, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Medical Equipment Manufacturing |
Expires | 2023-09-24 |
Posted at | 8 months ago |
Description
- 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.
- 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.
- 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
- 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
- Pro-actively put in place tactics to develop conversion of patient enquiries
- 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
- 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
- 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.)
- Manage team response to leads/enquiries and ensure the booking of highly qualified appointments with partner clinics
- 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
- Smart, positive, reactive and proactive to quickly adapt to a rapidly changing environment
- 3+ years Sales/Telesales and/or Customer Service Team leadership experience
- Deep knowledge of Allurion product and program
- Advanced and experienced in (tele)sales and consultative selling/service role
- Travel: 10-25%
- Advanced communications skills - French + fluent in written and oral English)
- 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
- Knowledge of healthcare industry and gastric balloon offer
- Able to lead a team in the delivery of a high-quality end to end customer experience
- Strong communication and influencing skills
- Able to work effectively both as a team and independently
- Languages: English and French (for the Canadian Market)
- Accuracy and attention to detail in the preparation of reports and presentations
- Collaborative, emphatic and easy to build relationships of trust with internal teams and customers
- Advancement
- Work-Life Integration
- Inclusive Benefits
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