Customer Success Advisor guiding clients through challenges and needs in the online world. Providing technical and customer support while receiving quality onboarding and training.
About the role
- Customer Success Manager serving as primary contact for eye care practitioners. Overseeing onboarding, training, and technical support while ensuring customer satisfaction with WAVE’s software.
Responsibilities
- Serve as the primary point of contact for assigned accounts, building strong collaborative relationships with practitioners and their teams.
- Support customers throughout the full lifecycle, including inquiries, onboarding, training, adoption, and long‑term success.
- Conduct product demonstrations, onboarding sessions, educational presentations, and practitioner training.
- Provide technical, clinical, and workflow support via phone, email, and virtual meetings, including assistance with design processes, troubleshooting, and best practices.
- Monitor customer engagement and proactively follow up to ensure consistent utilization, satisfaction, and long‑term retention.
- Offer guidance to help practices and practitioners optimize workflows, effectively use technology, and achieve positive patient and business outcomes.
- Identify opportunities for practices to expand specialty services and further leverage available technology.
- Collaborate closely with internal teams including clinical consultants, operations, design, and product teams to ensure seamless service and positive customer outcomes.
- Act as the voice of the customer by sharing insights, trends, and feedback with leadership and product development teams.
- Attend regional and national trade shows to represent company technologies and support pre‑show and post‑show activities.
- Contribute to initiatives that improve customer adoption, satisfaction, and retention.
- Maintain a strong understanding of specialty lens technologies, clinical applications, and industry trends.
- Collaborate with other departments and promote teamwork within the WAVE Eyecare and OCULUS teams to deliver quality service, productivity, and business results.
- Demonstrate and uphold company values and fundamentals in all customer and internal interactions.
Requirements
- Licensed fitting optician or NCLE certification preferred.
- 3–5 years of experience in ophthalmology, optometry, or the specialty contact lens industry.
- Strong understanding of contact lens designs and fitting philosophies.
- Broad knowledge of conditions, pathologies, and treatments managed by optometrists and ophthalmologists, with detailed understanding of those relevant to contact lens fitting and diagnostic devices.
- Technical aptitude with the ability to learn software platforms and diagnostic technologies.
- Strong relationship‑building, communication, and presentation skills.
- Ability to manage multiple projects and priorities independently.
- Experience with CRM/ERP systems and Microsoft 365.
- Professional work ethic and a customer‑focused mindset.
Benefits
- We offer comprehensive medical, dental, and vision coverage for employees and their dependents; covering 100% healthcare insurance premiums for employees.
- Paid time off starts at 3 weeks annually, nine paid holidays, life insurance, short-term and long-term disability insurance and a 401(k)-retirement plan including a company match.
- Company Culture: We offer a collaborative work environment, opportunities for professional growth, and the chance to contribute to an evolving health-care organization dedicated to enabling eye care practitioners to preserve their vision.
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