Digital Product Support Associate

At Alcon, we are driven by meaningful work that helps people see brilliantly. As the global leader in eye care, we are reimagining digital health solutions that empower patients and eye care providers alike. Here, you’ll be recognized for your contributions and see your career grow in ways that matter.

We are looking for a Digital Product Support Associate - Patient Engagement to join our Surgical Digital Health team and support the deployment, adoption, and ongoing success of Alcon’s digital applications. In this dynamic, field-facing role, you will act as both an implementation specialist and trusted advisor—guiding customers from onboarding through long-term success.

What You’ll Do:

• Support customers post-installation of Alcon’s in-market and Adi digital products, specifically in the area of Patient Engagement
• Provide hands-on support to onboard customers onto Alcon’s Patient Engagement modules, ensuring a smooth and effective implementation experience
• Act as a liaison between customers and engineering support teams to ensure customer use-cases are understood and adequately supported
• Collaborate on customer communications and information sharing related to software releases, feature updates, and product improvements
• Serve as a reliable consultant on Alcon’s product offerings and promote adoption across all digital products and services
• Stay up to date on product and technical capabilities; effectively communicate new features and their value to customer-specific use-cases
• Identify and address customer requirements; serve as the primary point of contact for inquiries, escalations, and ongoing support
• Ensure a seamless customer contract management experience, including handling of changes and renewals in coordination with commercial teams
• Ensure customer satisfaction by addressing feedback and facilitating internal follow-up to resolve concerns or feature requests
• Travel to customer locations as needed to provide in-field support, implementation guidance, and relationship management
• Lead post-production surveillance by collecting data from end users, identifying potential risks or improvement areas, and driving enhancements through internal channels

What You'll Bring to Alcon:

• Bachelor’s Degree or equivalent years of directly related experience (or high school +13 yrs; Assoc.+9 yrs; M.S.+2 yrs; PhD+0 yrs)
• 2+ years of experience in digital product support, implementation, or customer success roles
• Strong communication, interpersonal, and problem-solving skills
• Proven ability to work across cross-functional teams and engage directly with external customers
• Travel Requirements:  up to 50% (Willingness and ability to travel regularly for on-site customer engagements)
• Relocation assistance: No
• Sponsorship available: No

Preferred Experience:

• Experience in healthcare, medical device, or digital health platforms
• Familiarity with CRM systems, support ticketing tools, and customer engagement platforms
• Understanding of software onboarding workflows and customer training methodologies
• Familiarity with eye care clinic and/or surgical center workflows, including patient engagement and outreach

How You Can Thrive at Alcon:

• Join Alcon’s mission to provide outstanding, innovative products and solutions to improve sight, improve lives, and grow your career!
• Alcon provides robust benefits package including health, life, retirement, flexible time off, and much more!

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Alcon is an Equal Opportunity Employer and participates in E-Verify. Alcon takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an email to alcon.recruitment@alcon.com and let us know the nature of your request and your contact information.