Practice Success Manager

About the Company

For the past twenty-five plus years, IDOC has remained committed to the success of independent optometrists and today has emerged as a leading alliance of private optometric practice owners in the United States. Founded by an optometrist with the first-hand knowledge of private practice ownership, IDOC empowers independent owners to live the practice of their dreams. IDOC’s core value of “people first, always” and focus on innovation offer a significant competitive advantage to our membership of over 3,200 optometrists – enabling them to embrace change, seize opportunity, and position their practices for long-term success. IDOC serves its members through expert guidance from industry-admired consultants, metric-based business analytics, personal account management, member-exclusive vendor discounts and rebates, continuing education opportunities and national, regional, and local peer networking events.

We are proud to be a Great Place to Work-Certified™ company! Check out what our employees say makes working here so great: https://www.greatplacetowork.com/certified-company/7025633.

Role Summary

The IDOC Support Desk (ISD) Consultant serves as the primary "go-to" resource for all existing member queries, questions, support, and information needs. As a dedicated knowledge expert and consultant, you will be responsible for providing prompt, efficient, and comprehensive support to our 3,200+ member optometrists across all IDOC products, programs, and services. This role combines exceptional customer service with consultative sales opportunities, ensuring members receive maximum value from their IDOC membership while identifying opportunities for enhanced engagement and growth.

Responsibilities:

Member Support & Service Excellence

• 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

Consultative Sales & Lead Generation

• 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
• Collaborating with other sales team members and SMEs for products and services on member opportunities

Knowledge Management & Expertise

• 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
• Contribute to knowledge base development and process improvement initiatives

Operational Excellence

• Work flexible schedules to provide coverage from 8am EST to 9pm PST
• Meet or exceed established SLAs for response times and resolution rates
• Maintain high levels of member satisfaction through quality service delivery
• Collaborate effectively with cross-functional teams including marketing, consulting, accounting, and vendor relations 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 (string 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.