Customer Care Manager France
Allurion, France
Job Description
The Customer Care Manager (CCM) represents the Elipse Program Ambassador to patients and Clinics. Mainly responsible for informing potential patients who submitted information requests or scheduled Advisor Consultations, help them book appointments and placements at partner Clinics, driving conversion from leads to placements, supporting the Sales team to achieve the Sales target and contributing to achievement of ROI target.
CCM actively collaborates with other Allurion colleagues of the central teams, especially with the Marketing team and the relevant market National Sales Manager, BDMs, SAMs.
He/she is 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.
- Inform leads and book highly qualified appointments (1st contact point)
- Calling back inquiries 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 Elipse (using training: elevator speech); engage with patients and tailor discussion according to goals
- Proactively engage in 55-60 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
- 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.)
Requirements
- 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 Elipse 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
Benefits
A challenging mission with an opportunity to create a meaningful impact with your work
A fast-growing environment with career development opportunities
A friendly and ambitious team whose main objective is progression, be it personal or within the company
An international working environment, between France, US, UK, Latin America, Middle East and Asia
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