Allurion has developed and commercialized the world’s first weight loss platform—including the Allurion device (formerly Elipse™ device), and we manufacture and market the Allurion™ Program – a breakthrough in weight loss therapy—to help treat obesity. Founded in 2009 on Harvard Medical School's campus, the company has already treated over 40,000 patients, shed an estimated 1 million pounds, and grown revenues at 100%+ CAGR over the past 4 years. 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.
The Customer Care Manager actively collaborates with other Allurion colleagues of the central teams, especially with the Marketing team and the relevant market National Sales Manager, BDMs, SAMs. You will be able to build and maintain solid relationships with Clinics that are partners and their front desk staff. Effectively manages all tools and resources to perform the core activity of the role through a multichannel approach.
As a Customer Care Manager, your responsibilities will include:
Inform leads and book highly qualified appointments (1st contact point)
Calling back leads as soon as possible, preferably within the first 60 mins after enquiry, certainly within 24h to inform leads and book highly qualified consultations to drive sales and ROI; selling value of Allurion (using training: elevator speech); engage with patients and tailor discussion according to goals
Proactively engage in 70+ attempts per day to contact patients by phone, focusing on the quality and consistency of the interactions when contact is established
Support a Multi-channel lead nurture strategy using software provided by Allurion to ensure consistency: including 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.
Pro-actively put in place tactics to develop conversions
Conduct both phone and video consultations with prospective patients as part of the process of qualification and filtering prior to introducing these leads these to the clinic
Collect and update data from and in CRM, software, clinics, patient events and report in a timely and accurate manner all KPIs requested (including but not exclusively: ROI and weekly reports, patient event planer, SMS/emails etc. reports, etc.), Quarterly Business Reviews
Work alongside colleagues in the Marketing team to support social media management: answer comments, inquiries, and report any patient complaint in a timely and accurate manner based on Allurion’s clinical training and data.
Clinic engagement: nurture and maintain good relationship with clinics enquiry teams to maximize conversions; working closely with SAM/BDM/NSM to ensure clinic coaching and training
Relationship development with clinic: meet and visit with field team on a regular basis; including to support front desk training and mini business reviews and per evolving business needs
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.)
What we are looking for in you:
Advanced and experienced in (tele)sales and consultative selling/service role
Able to deliver a high-quality end to end customer experience
Able to work effectively both as a team and independently
Advanced communications skills (country mother tongue + fluent in written and oral EN)
Knowledge of healthcare industry and gastric balloon offer
Deep knowledge of the Allurion product and program
Smart, positive, reactive and proactive to quickly adapt to a rapidly changing environment
Emphatic and easy to build relationships of trust with potential patients
Organizational skills and attention to detail; ability to answer queries in a timely and accurate manner
Flexible and agile towards new information taking, new tasks management, new relationships building
Strong communication and influencing skills
Ability to work remotely in Australia