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building a better vision exam

Customer Success Manager

$45k – $65k • 0.0% – 0.1%
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Smart Vision Labs is making vision care less expensive, less complicated, and more accessible. The company offers a mobile-phone based vision exam where patients can obtain an eyewear prescription in minutes without the need for a doctor on-site. The proprietary technology shrinks expensive, bulky equipment to a portable device that is adapted to a telemedicine platform. Smart Vision Exams are currently available in the US and the company is expanding internationally. Founded in 2013, Smart Vision Labs aims to increase access to vision care by leveraging technology and innovation. Over 50,000 vision tests have been performed to date in 23 countries, including in partnership with numerous nonprofits and NGOs providing eye-care services to underserved populations here in the US, as well as in India, China and Africa.

Our company is experiencing dramatic growth and, we are seeking the right people to join our team. This is an exciting opportunity to join a leader in the telemedicine revolution and an innovative health technology businesses.

Our team is looking for an experienced Optician / Customer Success Manager to drive a flawless end-to-end customer experience. This role will be instrumental in creating a delightful experience to our growing client base. We are searching for someone who is experienced in optical retail, a strong communicator, and knows how to create delight and surpass expectations in every interaction. You are driven by business metrics and get excited by improving KPIs and process automation. This is a very unique growth opportunity for an optician interested in applying her/his skills in a customer-focused technology startup.

Responsibilities and Duties

Customer Growth -

Optimize the customer experience through proactive engagement and product utilization throughout the entire customer lifecycle
Reduce our churn rate to low single digits through flawless training
Cross-sell and upsell to generate additional revenue
Build on established relationships through empathy
Calculate and automate training processes to improve our time-to-value for customers
Communicate issues with sales, marketing and product teams to ensure customer needs are met beyond their expectations
Manage relationships with key strategic clients, providers, and doctors
Product Improvement-

Clearly articulate and translate what product improvements can be made based on customer insights
Collaborate with our product team to enhance the service and platform experience for our clients
Qualifications and Skills

Who you are:

Driven by a growth mindset and continuous improvement
Capable of showing your are self-aware and self-motivated
Adaptable to change and can solve problems efficiently and tactically
Experienced with executive level clients
Able to work independently, but also take directives
Excellent oral, written, and interpersonal communication skills
Kind, patient and empathetic
Technology focused with a background in optical
Skills/Qualifications:

Experience with CRM and CSM platforms such as Salesforce, Client Success, Gainsight, ZenDesk, Google Apps for Business Suite
Experience building training programs or Learning Management Systems
Licensed Optician in any state

Healthcare

Health, dental, and vision care

Salary

Competitive salary plus equity

Vacation

4 weeks paid vacation

Events

Team happy hours

Team-building

Team-building activities

Co-working space

40,000 sq ft co-working space

Smart Vision Labs at a glance

building a better vision exam

Smart Vision Labs focuses on Healthcare, Mobile Health, and Internet of Things. Their company has offices in New York City. They have a small team that's between 11-50 employees. To date, Smart Vision Labs has raised $6.1M of funding; their latest round was closed on June 2015.

You can view their website at http://smartvisionlabs.com or find them on Twitter and LinkedIn.

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