Customer Success Manager, DearDoc
$66k
OTE
$50k
BASE
Plus quarterly bonus
AI-powered growth platform for doctors
Open for applications
AI-powered growth platform for doctors
101-200 employees
Open for applications
$66k
OTE
$50k
BASE
Plus quarterly bonus
101-200 employees
Company mission
To make communication for patients and doctors more accessible, no matter where the patient journey begins.
Role
Who you are
- Minimum of 1-2 year experience in a sales OR a revenue-driven customer success or account management role
- Proven ability to manage a large book of business - you are not intimidated by 100+ accounts
- Ability to deepen the relationship with clients through consistent upsell/cross-sell opportunities - you’re not afraid to advocate for DearDoc products and sell additional tools/products to help our practices accomplish their business needs!
- Success in a high-growth environment and adaptable to change
- Can make a challenge into an opportunity
- Ability to ensure client satisfaction, balance customer expectations, and negotiate successful resolutions
- Experience collaborating with various internal teams to push projects through completion in a timely manner
- Strong project management with a strict attention to detail
- Deep customer empathy and emotional intelligence
- Keen eye for opportunities to increase revenue
- Impeccable attention to detail to perform the highest quality of work
- Great interdepartmental communication skills
- Understanding of customer experience with a product
- Resilient and hardworking (GRIT)
- A positive, polite, confident, sincere and friendly disposition
- The ability to solve problems & to think dynamically
- Adaptability – we’re growing and evolving, and the rocket ship is about to take off
- Ability to think differently
- Team Player
What the job involves
- Pillars: Revenue Management, Product Adoption, Customer Advocacy
- Revenue Management
- Meet and exceed net churn, renewal revenue, and upsell revenue goals
- Identify and close opportunities for expansion within your Book of Business
- Manage cancellation requests within the SLA guidelines
- Product Adoption
- Meet and exceed product adoption goals
- Drive product/feature adoption with solution-based consultations with customers
- Identify and resolve at-risk adoption indicators within SLA
- Report product feedback to product team
- Expert in product knowledge on features and function to achieve customer outcomes
- Customer Advocacy
- Maintain strict adherence to customer follow-up SLAs - We never want a customer to ask for an update
- Solicit for advocacy opportunities (i.e. case studies, testimonials, webinar panelists, etc.)
- Meet and exceed CSAT/NPS goals
- Conduct regular success calls & business reviews with customers
Our take
Recent stats suggest that wholly physician-owned practices are beginning to fall out of favor in the US. The economic pressure of recent years has made them precarious, and potentially unprofitable. This means that physicians who are staying in the private practice course are in more urgent need than ever of business-boosting toolsets.
DearDoc offers precisely this: a suite of marketing and tech tools to help doctors manage and grow their practices. These cover all aspects from web management, to social media marketing, to even an AI chatbot. The aim is to convert site visitors to customers by mimicking the tricks enterprise companies use to grow business - and DearDoc’s tools are fairly comprehensive in this regard.
DearDoc has demonstrated a savvy ability to keep up with market demand for different features, too. Just prior to the pandemic lockdown, the team expedited the launch of high-demand telemedicine tools, giving the company a shot in the arm and helping to swell its customer base to over 2,500 practices. This kind of adaptability will prove crucial as marketing and web-based technologies develop fast in other sectors.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Gym Memberships
- Regular team events - remote and in-person
- Remote Options
- Great Medical, Vision, and Dental insurance packages
- Unlimited paid time off
- 401K match
- Citibike membership
Company values
- Enjoy the Journey
- Make Sh!t Happen
- Stay Humble and Hungry
- Work Together, Win Together
- Think Differently
- Be Customer Obsessed
Company HQ
Financial District, New York, NY
Articles
Leadership
Joe Brown
(CEO)Previously worked in Sales at SinglePlatform, moving on to a Director of Sales role at healthcare-focused communications platform Simplifeye. Alongside DearDoc, they are also the founder and CEO of content company Creator of Circumstance.
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