Customer Development Manager

About the Role

Key Responsibilities

• Support the execution of strategic initiatives, programs, and new product introductions that contribute to LAL adoption and account-level performance growth.
• Conduct ongoing analytics review of divisional performance, identifying LAL velocity, cycles, and at-risk trends measured within actionable timeframes.
• Co-lead strategic planning calls with all net new customers, aligning messaging, 'Drive for 5' initiatives, training expectations, and partnership setup.
• Develop and manage site-level account plans, including 30, 60, and 90-day tactical execution strategies, in collaboration with divisional CTS partners.
• Implement and maintain CRM documentation for all accounts, including % of premium, total cataract volume, surgeon count, LAL penetration, and aligned KPIs.
• Lead regional OD referral engagement strategy to support LAL patient pipeline.
• Co-own and execute net new customer onboarding processes with CTSs focused on full team alignment and measured time to first implant.
• Conduct formal business reviews with accounts, benchmarking LAL adoption 90 days prior and 90 days post implementation, measuring effectiveness and adapting strategies as needed.
• Partner with CTS and Sales teams to identify growth bottlenecks and formulate adoption-focused solutions.

Requirements

• Develop high-level clinical ophthalmic knowledge regarding practice workflows, patient flow optimization, and the ability to guide and resolve workflow issues in clinic settings to accelerate LAL adoption.
• Proven ability to interpret and act on clinical and commercial performance data.
• Demonstrated ability to co-lead strategic customer planning and execute business plans.
• Knowledge of ophthalmic clinic and ASC operations, with emphasis on premium technology positioning.
• Excellent written and verbal communication skills.
• Ability to manage multiple projects and deliver results against LAL growth objectives.
• Bachelor's degree in Business, Life Sciences, or a related field.
• Minimum 5 years of experience in the ophthalmic, medical device, or healthcare consulting industry, with a preference for experience in premium IOLs, refractive cataract workflows, or clinic/ASC optimization.
• Familiarity with CRM tools, patient flow design, and co-management network development is highly desirable.

Nice to Have

• Experience in premium IOLs, refractive cataract workflows, or clinic/ASC optimization.
• Experience in customer onboarding, business planning, or strategic account development roles.
• Familiarity with CRM tools, patient flow design, and co-management network development.
• Certifications such as CCOA, COMT, COA, or similar are highly desirable.

Qualifications

• Bachelor's degree in Business, Life Sciences, or a related field.

Benefits & Perks

• $130,000 Per Year + Variable Compensation