Customer Success Manager
5 days ago
**Welcome to HotDoc
Founded in Melbourne, Australia in 2012, HotDoc is Australia’s largest patient engagement platform with over 8 million app downloads in Australia.
The past 18 months have seen massive growth for our business, our team, and our community. We now work with over 21,000 practitioners around Australia, including GPs, Allied Health, Dental Practices, Specialists, and Optometrists. We’ve helped patients book over 9 million COVID-19 vaccinations (and counting)
We have ambitious goals to improve the healthcare experience for everyone in Australia with exceptional patient journeys, and we’re looking for extraordinary individuals to help us get there.
**What’s in it for you**
As a member of the Customer Success Team, you’ll have the opportunity to help shape the way we engage and service HotDoc’s core customer base as well as the processes that support and underlie our delivery of success.
We foster a collaborative work environment where you'll get to work cross-functionally with members of the Product, Operations and Sales teams to ensure our customers needs are met.
**What will you be doing?**
You will manager relationships across a portfolio of approximately 300-400 customers with an aim to drive product adoption and utilisation, mitigate churn and create customer advocates.
- Manage the post-sales relationship with a portfolio of medium to large-sized medical practices across the customer lifecycle.
- Be a HotDoc evangelist and use influence to help your customers achieve their goals through core platform functionality.
- Proactively advise customers on best practice approaches to patient engagement and practice growth by leveraging our wide range of product features.
- Use customer experience frameworks and cross-functional collaboration to bring customer insights to the fore, helping to define product and process improvement opportunities.
- Drive portfolio growth by identifying and executing on Upsell opportunities whilst retaining happy and successful customers.
- A minimum of two years experience and a proven track record in Customer Success or Account Management, preferably within a SaaS / Technology / Product led company.
- Polished verbal and written communication skills, honed in B2B and/or B2C customer-facing roles.
- A self-motivated, proactive & goal-oriented attitude - you’re a team player with demonstrated ability to work in fast-paced environments.
- A level of comfort with ambiguity, and the ability to adapt quickly.
- Familiarity with CRMs (Hubspot & Gainsight a bonus).
- Strong technical aptitude, and excitement about new technology.
**You’re just the person we’re looking for if you can demonstrate that**
- You’re a socially conscious person who wants to be in a role that positively impacts Australian healthcare
- You’re empathetic and care about doing right by others
- You can take ownership of problems and their solutions
- You’re prepared to speak up and question the status quo
- You’re passionate about technology, health IT and/or SaaS
**What do our employees love about working for HotDoc?**
Our people are at the heart of HotDoc. We are an employee first company and recognise that we can’t provide a great patient experience, if we don’t look out for our employees.
- Remote & hybrid workers are all set up to work effectively from home.
- Hybrid workers can enjoy the flexibility to work from home and work from our CBD office.
- Access to our ‘Look After Yourself’ Health & Wellbeing Program.
- Access to a generous L&D and book budget and free access to the Go1 platform.
- 8 additional Covid Leave days on top of 10 Personal Leave days.
- Parental leave program including 12 weeks paid primary caregiver pay & 6 weeks paid secondary caregiver pay.
- 3 x HotWeeks per year with company wide events & activities in the office for all remote and hybrid staff.
- Access to 8 EAP sessions per year through Uprise.
- Access to Career & Strengths coaching with out in-house L&D Coach.
- Dedicated Manager training & Leadership Coaching Program for developing leaders.
**HotDoc is a place where you can be you.
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