Customer Success Manager

Job Description

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 thoughts regarding 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.