Customer Care Manager

General Summary:

At Phothera, we are building something truly remarkable that will long outlive us. As part of our Mission, we are advancing phototherapy to make people safer, healthier, and more productive. Auto-immune skin diseases such as Psoriasis, Atopic Dermatitis, and Vitiligo can be debilitating both physically and emotionally. Many topical and pharmaceutical treatments are costly and have serious side effects. With phototherapy, payers have a low-cost alternative, providers have a simple and effective solution, and patients have a safe, easy, and natural alternative with the option of use in the comfort of their own home.

We are expanding our journey to help patients, improve clinical outcomes, reduce healthcare costs, and expand market access. Phothera offers phototherapy devices for clinic and home treatment use under the guidance and prescription of an authorized care provider. We are looking for entrepreneurial leaders with a strong bias-for-action to accelerate adoption and growth.

The Customer Care Manager will lead the home sales team at Phothera, responsible for setting and achieving monthly and annual sales targets for phototherapy devices. This hands-on leadership role involves coaching team members, analyzing sales data, developing training materials, assisting in marketing efforts, and fostering a culture of professionalism and patient empathy within the team. The Customer Care Manager is also responsible for overseeing the customer service operations related to home phototherapy products and services. This role involves managing a team to ensure high-quality customer support, enhancing customer satisfaction, and fostering strong relationships with patients, healthcare providers, and insurance representatives.

This role requires a dynamic leader with a proven track record in sales management within the healthcare or medical device sectors. The ideal candidate must possess strong analytical skills and proficiency in Salesforce CRM, along with the ability to coach and motivate a sales team. A collaborative mindset and a commitment to patient empathy are essential for driving team performance and achieving sales targets.

Essential Duties and Responsibilities:

• Sales Strategy Development:

Develop and execute a comprehensive sales and service strategy to achieve company goals.

Analyze market trends and customer needs to identify new business opportunities.

Fully understand and master all aspects of the home phototherapy device sales process. Develop and implement tools and standardized processes to enhance sales performance and team sustainability.

• Team Leadership:

Build, coach, and mentor sales and customer service teams to maximize performance and engagement.

Foster a culture of collaboration, accountability, and continuous improvement.

• Customer Relationship Management:

Develop and maintain strong relationships with patients and healthcare providers, addressing inquiries and providing essential information about home phototherapy products.

Manage relationships with distributors, ensuring compliance with agreed-upon terms and pricing. Monitor distributor performance and make recommendations regarding agreements.

• Performance Metrics:

Establish clear metrics and reporting tools for the team and individual performance. Directly manage and coach sales personnel to ensure that monthly and annual sales objectives are met.

• Cross-Functional Collaboration:

Collaborate with marketing, product management, product development, operations and other departments to align efforts and drive sales growth.

• Training and Development:

Implement training programs to enhance the skills of the sales and service teams.

Stay updated on industry trends and best practices to ensure the teams are equipped with the latest knowledge and tools.

Supervisory Responsibilities:

Directly supervises employees and carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.

Preferred Experience:

• Healthcare Sales Leadership: Proven experience in building and leading successful commercial teams in the healthcare or medical device industries, preferably with a focus on dermatology or similar prescription-based therapies.
• Cross-functional Leadership: Experience working across all customer touchpoints including Sales, Customer Service, and Field Service teams to drive customer engagement and satisfaction.
• Strategic Account Management: Experience working with large healthcare organizations and insurance providers such as VA, Kaiser, Centene, and Cigna, developing partnerships and maintaining strong working relationships.
• Prescription-Based Sales: Experience driving prescription volume, preferably with durable medical equipment (DME), diabetes monitoring, C-Pap, or similar, in collaboration with healthcare providers, including engaging patients to close prescriptions.
• Market Development: Demonstrated ability to enter new markets and scale sales operations, particularly in healthcare environments focused on cost efficiency.

Qualifications:

To perform the job successfully, the individual should demonstrate the following competencies to perform the essential functions of this position:

• 5 years of experience in the Healthcare industry, preferably in Medical Devices, with 2 years leading a sales and customer service organization.
• Bachelor’s degree in business, healthcare, or a related field preferred