Alio
Description
About Alio
Alio, Inc. is a medical technology company bringing peace of mind to people with chronic conditions through non-invasive, wireless remote patient monitoring. Currently, Alio uses its SmartPatch™ technology to monitor individuals with end stage kidney disease (ESKD) undergoing dialysis. Alio's platform uses artificial intelligence (AI) to analyze data and create actionable insights. These insights enable targeted interventions with the potential for improved health outcomes and reduced hospitalizations. Alio has built a team of seasoned leaders with diverse backgrounds spanning across industries and segments such as medical devices, wearable technology, government relations, commercialization, and reimbursement. Visit our website for more information: https://alio.ai.
The Role
The Director of Customer Success reports to the COO and oversees customer service operations by leveraging optimal cross functional performance and a deep knowledge of company products and customer expectations.
What you’ll do
- Building and growing a global service and support department to provide a personalized and preeminent customer experience for Alio’s clients across the world.
- Act as the “face” of the company, being Alio’s first-point of contact for our initial ramp of new customers
- Defining and designing customer support systems, channels, and pathways - including: onboarding, training, and support resources; customer inquiries and complaints; product support, returns, and replacements; and strategic campaigns to strengthen customer retention and meet revenue goals
- Collaborating with multiple departments (Marketing/Sales/Clinical) to create client profitability through business planning and delivery of increased revenue streams
- Overseeing phone calls and data entry activities for auditing and reporting purposes
- Coordinating with customer retention teams to assist in managing accounts and ensure customer expectations are met
- Communicating with customers to resolve their escalated questions or concerns
- Developing and implementing customer care policies, procedures, necessary for ensuring a satisfied customer base
- Providing customers with updates and periodic statements on service developments
- Establishing communication channels through which customers can send in their feedback or challenges for prompt resolution
- Identifying the appropriate response and strategy for unique customer cases to solve customer issues as quickly as possible
- Assigning unique customer cases to management or the appropriate department and providing context when necessary
- Compiling product and or service reports by collecting and analyzing customer information (CRM)
- Conducting surveys to determine the opinion of customers regarding the service and product and overall satisfaction with Alio
Who you are
- 10+ years progressive management of operational customer service teams
- Bachelor’s degree in business
- High integrity, customer-centric, and execution-oriented
- Excellent customer service skills addressing the needs of both external and internal customers with strong communication, interpersonal, and process skills
- Excellent communication and collaboration skills within cross functional teams
- Experience in the medical/clinical field, with an understanding of medical terminology
- Aptitude for learning the technical details related to the organization
- Attention to detail
- Creative and empathy-driven problem-solving skills
- Ability to develop a strategy and communicate at all levels in written, oral, and non-verbal methods
- Self-motivated, dynamic, and confident, with the ability to work on own initiative
- Experience with business CRM and ERP software systems, including Hubspot and SAP or similar systems
- Degree in nursing, business management, sales, marketing, or related degree
- Familiarity of clinical operations and how it relates to MedTech devices
What you’ll get
- The salary range for this position is $127k-173k. The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location.
- Medical, Dental, Vision, HSA and FSA with generous or 100% employer contributions
- Meaningful Stock Options
- 401k
- Unlimited Paid Time Off - Recharge when you need to without worrying about how much time you have left in a bank of hours.
Salary
$127,000 - $173,000 per year
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