DocMatter
The Collaboration Platform for Healthcare
Networking • Collaboration • Medical Device • Digital Health • Pharmaceutical
51 - 200
Manager - Customer Success
2 days ago
🏡 Remote – Anywhere in California
DocMatter
The Collaboration Platform for Healthcare
Networking • Collaboration • Medical Device • Digital Health • Pharmaceutical
51 - 200
Description
• Manage a team of individuals responsible for clinician relationships, content strategy, and client support on the DocMatter platform. • Translate team and account strategy, in collaboration with Director of Clinical Engagement, into individual goals, measures, and objectives. • Create a collaborative and performance-based culture to achieve team goals and objectives. • Share insights and feedback from clinicians and customers to inform product development and service improvements. • Create and manage individual performance and development plans, conduct regular performance reviews and goal-setting sessions with team members. • Develop and manage KPIs related to customer success and clinician satisfaction, ensuring alignment with company goals and objectives. • Track and analyze customer success metrics to identify areas for improvement and implement strategies to enhance customer and user experience. • Organize and facilitate trainings and workshops related to key skill development. • Build documentation to support onboarding, training, and team processes. • Oversee daily operations related to customer success and clinical engagement, ensuring efficient and effective support for our clinicians and customers. • Maintain and manage reports on customer engagement and satisfaction, using data to inform strategic decisions and improvements. • Develop and utilize a KPI tracker/dashboard to monitor and support customer success efforts. • Lead the recruitment and onboarding of new team members, contributing to the growth and development of the team. • Develop and implement comprehensive new hire training program to ensure smooth onboarding and integration of new team members.
Requirements
• 4+ years of experience in customer success or a related field, preferably within healthcare or technology. • Proven track record of managing customer relationships, with a strong focus on enhancing customer satisfaction and retention. • Experience in developing and managing KPIs to drive customer success and alignment with organizational goals. • Demonstrated experience in recruiting, hiring, and building teams, particularly in healthcare or tech-related fields. • Proven ability to manage and lead distributed, remote teams effectively. • Strong background in healthcare with the ability to understand and communicate clinical and scientific content effectively. • Experience in developing and delivering comprehensive training and onboarding programs tailored to diverse teams, with a track record of effectively integrating new team members. • Experience building and managing team-level KPIs in service of high-level organizational goals. • Experience using data to design, implement, reconstruct, and optimize internal processes to improve efficacy and achievement of KPIs. • Exceptional communication skills and a high degree of emotional intelligence, with success building strong interpersonal relationships with team members from a leadership position. • High attention to detail in all aspects of work, ensuring accuracy and thoroughness.
Benefits
• series A equity with significant upside • health, dental and vision • long-term disability • life insurance
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