ICD Technologies LLC

Practice Success Manager

ICD Technologies LLC

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Serve as the first point of contact for all member inquiries via phone, email, and other communication channels
  • Provide comprehensive information and guidance on all IDOC products, programs, and services
  • Resolve member issues promptly and efficiently while adhering to established Service Level Agreements (SLAs)
  • Maintain detailed records of all member interactions and follow-up activities in CRM systems
  • Escalate complex issues to appropriate subject matter experts when necessary
  • Identify opportunities to enhance member engagement through additional IDOC offerings
  • Conduct consultative discussions to understand member needs and recommend appropriate solutions
  • Close sales on applicable products and services during member interactions
  • Generate qualified leads for specialized teams when advanced expertise is required
  • Maintain comprehensive knowledge of all IDOC products, services, vendor programs, and member benefits
  • Stay current on industry trends, regulations, and competitive landscape in independent optometry
  • Participate in ongoing training and professional development to enhance expertise
  • Collaborate effectively with cross-functional teams including marketing, consulting, accounting, and vendor relations

Requirements

  • 5+ years of customer service or support experience required
  • 5+ years of sales or consultative selling experience preferred
  • Work flexible schedules to provide coverage from 8am EST to 9pm PST
  • Optical industry experience strongly preferred
  • Proficiency with Microsoft Office (Excel and PowerPoint a must)
  • Detail oriented, proactive multi-tasker
  • Strong organization and prioritization skills
  • Ability to be flexible and work with different functions within the company
  • Ability to communicate confidently with members of senior management
  • Works well with others, collaborative and cooperative
  • Strong verbal and written communication skills
  • Works independently with minimal supervision
  • People management experience preferred
  • Travel as required to attend/lead/support industry, company, and associations events.
Benefits
  • Continuing education opportunities
  • National, regional, and local peer networking events
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicesalesconsultative sellingCRM systemsMicrosoft OfficeExcelPowerPoint
Soft Skills
detail orientedproactivemulti-taskerorganizationprioritizationflexibilitycommunicationcollaborationindependence