Customer Success Manager

4 weeks ago

London, UK, United Kingdom Doceree Full time

Doceree is the leading Global network for HCP-only programmatic messaging, reshaping how pharmaceutical brands and healthcare agencies connect with physicians. Our Award-winning platform offers unprecedented end-to-end targeting and engagement solutions, driven by cutting-edge AI-enabled proprietary technology.


We are a Series B start-up backed by top VCs: Creaegis, Eight Roads Ventures and F-Prime Capital. Our Best Place to Work certifications reflect a dynamic team of individuals driven by an unwavering passion to make a meaningful impact on the world through ground-breaking technology. We are seeking exceptional, ambitious, and multifaceted teammates ready to join us on this thrilling mission. Are you ready to be part of something extraordinary?



What you’ll Do

We are currently looking for a Customer Success Manager with a successful track record of account management and understanding of the media/creative agency industry within healthcare to join the team You will be responsible for maintaining ongoing customer relationships and networking, successful implementation, campaign renewals and feature upsell, contributing to sales, onboarding, training clients, minimising churn and ensuring timely and profitable results for both our customers and Doceree. As a technically savvy young professional with a strong drive for results, you will be able to provide insights on client-to-business interactions, improve customer experience through product support, handling customer complaints and requests.


  • Own client relationship management to drive measurable financial and strategic results for our clients (pharma brands, media/creative agencies, and enterprise technology companies) and Doceree, ensuring renewals, product enhancement upsell, client satisfaction and retention.
  • Gain deep understanding of the organisation and buyer priorities to uncover opportunities to cross-sell Doceree platform to additional business units, brands, and regions within a client’s organisation.
  • Work with the clients to create, plan and execute marketing programs that expand user adoption of Doceree and client’s products, achieving/exceeding growth KPI goals for both.
  • Collaborate with clients project teams to establish trusted advisory relationships, foster consensus and resolve organisational barriers.
  • Establish and optimise processes and milestones actively enhancing all Customer Success initiatives.
  • Assist customers as needed with setting up and navigating programs or software associated with a product or service.
  • Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.
  • Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.



Who You Are

  • 3+ years of experience of account management or customer service/success at an agency within the digital health and/or pharma space.
  • Strong track-record of establishing long-term relationships with key influencers in the healthcare space, fostering positive business relationships.
  • Experience working with brand image and promoting value through customer experience.
  • Experience analyzing and optimizing the existing processes in the Customer Success department.
  • Deep understanding of customers’ concerns and thoughtsregarding the use of products, and the ability to troubleshoot as needed.
  • Experience promoting product's value and upsell opportunities, promoting value through customer experience.
  • Attention to detail is critical for best-in-class service delivery.
  • Excellent written and verbal communication skills including the ability to explain complex concepts in simple terms to clients, adapting to different cultural communication styles, and often in a group setting.
  • Independent, self-starter who thrives in start-up environments (resourceful, creative, passionate, adaptable, embraces challenge, etc.)
  • Team player who’s comfortable working with all department leaders in a fast-paced environment.



Benefits

  • Competitive salary and bonus plan
  • Private health care plan
  • Generous PTO, vacations & sick leave
  • Extensive paid parental/maternity leave
  • Referral bonuses
  • Team events



At Doceree, we know that our Company’s strength lies in the diversity of our employees. Doceree is proud to be an Equal Opportunity Employer and we provide equal employment and advancement opportunities to all individuals, regardless of their race, colour, national origin, religion, sex, parental status, age, disability, genetic information, citizenship status, veteran status, gender identity or expression, transgender status, sexual orientation, marital, family or partnership status, political affiliation or activities, military service, immigration status, or any other status protected under applicable federal, state and local laws. If you have a disability or special need that requires accommodation, please let us know in advance.

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