Customer Care Manager

We are seeking an experienced and multilingual **Customer Care Manager (CCM) **to represent the Allurion Program as an Ambassador to patients and Clinics. Mainly responsible for informing potential patients who submitted information requests or scheduled Advisor Consultations, help them book appointments and placements at partner Clinics, driving conversion from leads to placements, supporting the Sales team to achieve the Sales target and contributing to achievement of ROI target.
The **Customer Care Manager** actively collaborates with other Allurion colleagues of the central teams, especially with the Marketing team and the relevant market Regional Sales Manager, BDMs, SAMs.
You will be able to build and maintain solid relationships with Clinics that are partners and their front desk staff. Effectively manages all tools and resources to perform the core activity of the role through a multichannel approach.
**As a Customer Care Manager, your responsibilities will include**:

- Inform leads and book highly qualified appointments (1st contact point)
- Calling back leads as soon as possible, preferably within the first 60 mins after enquiry, certainly within 24h to inform leads and book highly qualified consultations to drive sales and ROI; selling value of Allurion (using training: elevator speech); engage with patients and tailor discussion according to goals
- Proactively engage in 70+ attempts per day to contact patients by phone, focusing on the quality and consistency of the interactions when contact is established
- Pro-actively put in place tactics to develop conversions
- Conduct both phone and video consultations with prospective patients as part of the process of qualification and filtering prior to introducing these leads these to the clinic
- Work alongside colleagues in the Marketing team to support social media management: answer comments, inquiries, and report any patient complaint in a timely and accurate manner based on Allurion’s clinical training and data.
- Clinic engagement: nurture and maintain good relationship with clinics enquiry teams to maximize conversions; working closely with SAM/BDM/NSM to ensure clinic coaching and training Relationship development with clinic: meet and visit with field team on a regular basis; including to support front desk training and mini business reviews and per evolving business needs

**What we are looking for in you**:

- Advanced and experienced in (tele)sales and consultative selling/service role
- Able to deliver a high-quality end to end customer experience
- Able to work effectively both as a team and independently
- Advanced communications skills (country mother tongue + strong in written and oral English)
- Knowledge of healthcare industry and gastric balloon offer
- Deep knowledge of Allurion product and program
- Smart, positive, reactive and proactive to quickly adapt to a rapidly changing environment
- Emphatic and easy to build relationships of trust with potential patients
- Organizational skills and attention to detail; ability to answer queries in a timely and accurate manner
- Flexible and agile towards new information taking, new tasks management, new relationships building
- Strong communication and influencing skills
- Proficiency in English and Portuguese
- Work remotely from Brazil

**About Us**
Aim & Enthusiasm
- Work-Life Integration
- Inclusive Benefits
- Advancement
At Allurion, you will find a determined and hands on -cooperative culture driven by a passion for innovation that helps us all stay connected. With determination, transparency and a deep caring in helping humans form healthy habits, we’re solving one of the most important healthcare challenges in obesity. Together, we’re one global team committed to making a difference in people’s lives around the world. This is a place where you can find a career with profound purpose—transforming the lives of people through your every day work.
Allurion has developed and commercialized the world’s first weight loss platform—including devices, digital therapeutics, and nutritional programs—to help treat obesity. The company has already treated over 89,000 patients, shed an estimated 2 million pounds, and grown revenues at 100%+ CAGR over the past 4 years. We're headquartered outside of Boston, with offices in Paris, Dubai and Hong Kong.
The company was founded in 2009 on Harvard Medical School's campus, to build alternative options to treat and empower millions of patients. We developed the Allurion device (formerly Elipse device), and we manufacture and market the Allurion Program - a breakthrough in weight loss therapy. Patients lose on average 10-15% total body weight loss over the four-month course of device therapy, which does not require surgery, endoscopy or anesthesia.
- How We Hire_