If you combine customer success or account management experience supporting software products with outstanding leadership skills and the ability to influence and motivate others, the position of CLX Customer Success Manager offers you some great opportunities. You will:

• Make your mark in a newly added role by leading and developing a growing Customer Success team to accelerate Opti-Port's growth by proactively working with Eye Care Professionals (ECPs), helping them achieve their goals.
• Spotlight your talent while making a strong impact. For example, you'll bring your strong ideas and help put structure and processes in place that can effectively scale to accommodate rapid growth.
• Gain broad exposure to our technology, organization and clients. You'll find game-changing SaaS software, a balanced culture that is collaborative, competitive and fun, and ECPs who need and appreciate our service.
• Enjoy solid training to get up to speed and continue to learn as we roll out new products. We are committed to setting you up for success as you come on board and with future opportunities for professional growth.
• Enjoy the best of both worlds: the smaller entrepreneurial company atmosphere of Opti-Port in St. Louis, alongside the stability and resources of a growing global organization. Our parent company, Essilor's 2018 merger with Luxottica made it the world's largest player in the eyewear industry.
• Work remotely until it's safe to return to work. Once it's safe to do so, you'll work in our brand new office space centrally located in Creve Coeur!

Founded in 2001, Opti-Port, an Essilor company,is a national alliance of leading multi-office eye care providers that leverages the combined strength of its member companies to provide revenue enhancing, cost saving, and market expanding opportunities. We do this by offering a common solutions platform focused on Group Purchasing, Web Technology, Education & Training, and Marketing Solutions. Working together in this manner allows our members much stronger advantages than doing business on their own.

Essilor of America, Inc. is the leading manufacturer of eyeglass lenses in the United States, employs more than 7,000 people, and operates the largest and most comprehensive optical laboratory network in the U.S. Essilor of America, Inc. is a subsidiary of Paris-based Essilor International. Essilor manufactures optical lenses under the Varilux®, Crizal®, Transitions®, and other brands, and our products are worn by one billion people daily. Essilor has been on Forbes' list of the World's 100 Most Innovative Companies every year since 2010.

To meet the basic requirements for this role, you will be legally authorized to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. To be a strong fit for the CLX Customer Success Manager opportunity, you will have:

• A bachelor’s degree preferred  Quick question for you - click here
• 5+ years of experience in customer success or account management with a software or consulting services company Quick question for you - click here
• Experience leading a customer success team; we will also consider outstanding customer success/account management professionals who are ready to step up to management
• A strong process understanding with the ability to: 
  • Identify issues/opportunities and employ knowledge to recommend and work on resolutions/actions
  • Recognize and present strategic guidance and KPIs to customers to showcase ROI
• Technical acumen to learn and teach CLX and other SaaS products; Microsoft Office skill; experience with CRM software, ideally Salesforce
• Skill in translating data into applicable insights/strategies
• Solid project management skills

Just as important as your skills and experience will be the following core competencies and characteristics:

• Excellent interpersonal skills to interact and build relationships with all levels of the organization and a variety of internal and external stakeholders
• Strong written and verbal communication skills with the ability to 
  • Convey important messages in a clear manner at all levels of an organization
  • Effectively guide and manage a team
  • Work effectively with a growing enterprise client base
• Strategic analysis, creative problem-solver able to deliver complex solutions in a hyper-growth organization
• Adaptability in pressure situations 
• Results-oriented with experience with flawless execution and strong attention to detail
• Strong business judgment and financial acumen
• Ability to organize and manage multiple tasks and, at times, competing priorities
• Strong influencing skills with a contagious and positive work ethic; ability to inspire others
• Able to work independently and as a strong team player in an entrepreneurial environment

CLX 
CLX is a propriety B2B / B2B2C SaaS product sold by Opti-Port, LLC and designed to assist ECPs in increasing retention, delivering new customers, increasing capture rate, and helping their patients see better. CLX is a technology leader in the optical market. Quick question for you - click here

As CLX Customer Success Manager, you will lead a growing Customer Success team that will focus primarily on customer onboarding/training, customer retention and revenue growth opportunities. You will mentor and develop team members in all areas of the customer life cycle, providing guidance and optimizing systems so that each team member can work to their top potential. In addition to your supervisory responsibilities, you will spend a great deal of time interacting with current and prospective clients, to maintain client relationships and grow the customer base. Additionally, you will:

• Implement all our strategic plans to meet goals including increasing conversion/renewal rates and reducing churn, identifying opportunities for up-sell to increase revenue, and support growth through greater customer advocacy and reference-ability.
• Drive metrics on performance and processes to achieve corporate and customer goals, provide the best customer experience and achieve team productivity, service level agreement performance and customer satisfaction targets.
• Guide team resolution of escalated issues and take point on account issues and deal with all customers as the lead customer advocate.
• Develop trusted advisor relationships with primary account users and ensure they become CLX champions.
• Stay on top of any major changes within their customers’ organizations to effectively help manage the change and develop the relationships as necessary.
• Focus on improving process efficiencies within the Customer Success team to promote exceptional customer experience.
• Meet key performance indicators around churn, customer satisfaction, usage-data, and renewal activities.
• Work closely with clients and cross-functional teams at CLX to facilitate product expansion and upgrades.
• Partner with important cross-functional team members (including Sales, Marketing, Product Management and Development) to provide an exceptional customer experience and maximize both customer happiness and renewal rates.

You will begin with a team of three, though we expect the team to double in size by 2022, in order to meet business demands. 

This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities. 

 

Strong mission
Our mission is simple: help eye practices help patients see better. Our member-centric solutions enable these practices to better maintain doctor-patient relationships, create office efficiencies and generate additional revenues. It is a win, WIN for our practices and superior patient care!

Learning and development
Ours is a dynamic environment filled with interesting challenges and opportunities for growth. There is always something to learn, think through, research or fix. At every level, people are producing work and are learning and evolving their skills and knowledge. 

Great environment
You will join a team that includes dedicated, sharp and mutually supportive professionals. Our culture is entrepreneurial and fresh, backed by a global organization with 170 years of success. 

Truly living our values
At Opti-Port and Essilor, we believe everyone deserves to see life and all its detail with the best vision possible. That's why, in addition to designing, manufacturing and distributing quality vision care solutions worldwide, we invest in raising awareness of the importance of good vision, support eyecare professionals, invent new technologies and products, and support philanthropic initiatives. We also are committed to robust standards for environmental sustainability. These are just a couple of reasons we were one of the 52 companies named to Fortune magazine's 2019 Change the World list.

Strong compensation
In addition to a competitive salary and bonus opportunity, we offer an exceptional mix of benefits, including medical, dental and vision plans; a 401(k) plan with company match; tuition reimbursement; comprehensive training; a laptop and more. Plus, you'll enjoy a beautiful new office space in Creve Coeur. It's an easily accessible location in an area with great food, shopping and more. 

Opti-Port is not your typical optical company -- it's really of a tech company. But, while there is a strong technical slant to this position, at the end of the day, it's really about people and interactions with people. To fit our culture, you'll bring strong influencing skills and a helpful, team-centric approach. We're looking for a motivator and influencer, rather than a more heavier-handed leader, who can maintain our upbeat, family-oriented culture while also keeping the team engaged and productive. In our dynamic, rapid-growth environment, the ability to build a high-performance team while ensuring that our strong culture remains intact will be essential. 

In addition, to be an outstanding CLX Customer Success Manager, you will:

• Set clear expectations and hold people responsible, while also promoting an upbeat atmosphere
• Develop and communicate the department "big picture" but also keep an eye on the fine details
• Help your people grow and develop professionally
• Enjoy learning and growing, and remain open to your own professional development
• Remain flexible and adaptable through change, such as adding new products