OCULUS, Inc.

Customer Success Manager

• 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.

Customer Success Manager, Contact Lens

Operations

• The Operations Administrator will interact between our customer base of physicians and staff at ophthalmology/optometry practices and our manufacturing contact lens laboratories to support the requirements of our growing business both domestically and internationally.
• Responsibilities include handling daily operational and administrative inquiries by communicating in a responsive and professional manner, while upholding our corporate culture of delivering exceptional customer service.
• Facilitate cross-departmental collaboration to enhance teamwork, ensuring optimal service quality, productivity, and business outcomes across the organization.
• Answer phones and assist callers in a polite and friendly manner; route as needed.
• Assist customers with support inquiries via phone and email; answer questions from customers with product related inquiries, concerns, and complex issues to provide exceptional service.
• Call customers to check in on any needs they may have, such as post training follow ups as well as identifying reason for low order volumes.
• Assist in receiving and scanning impressions and upload 3D images to shared drive.
• Serve as the liaison to contracted labs (AVT, Medlac) to ensure orders are manufactured in a reasonable time frame.
• Ensure orders are not delayed due to consultation/designing, supporting them with follow up calls/emails to doctors for information when needed.
• Enter customer reorders into the system as necessary.
• Process customer orders obtained from a remote team.
• Create the EyePacks for 1st time wearers.
• Serve as the moderator and facilitate educational webinars.
• Work with colleagues to prepare and update customer resources and educational documents.
• Monitor and procure the stock of supplies, including BluGoo.
• Provide backup support for billing and shipping.
• Work with colleagues to support continuous improvement in business processes and customer experience.
• Continuously learn about the products and industry in relation to contact lens design to support the business.
• Participate in continued education of the business and industry.
• Support the business with other special assignments or projects.

Operations Administrator, Ophthalmology/Optometry

Customer Support

• Provide prompt, professional, and friendly customer support by phone, email, and in person
• Process and track customer orders to ensure accurate and timely delivery
• Maintain strong product knowledge to assist customers effectively
• Resolve customer questions and concerns with empathy and efficiency
• Document all customer interactions in our CRM system
• Collaborate with internal teams to improve service and resolve issues
• Assist with special projects or overflow calls as needed

Customer Success Manager, Contact Lens

Operations Administrator, Ophthalmology/Optometry

Customer Service Representative