Customer Success Manager
Who we are...
Great Places to work 2022 and 2023
DearDoc provides top doctors with a suite of technology and marketing tools, allowing them to run their practices more efficiently, so that they can give their full attention to their patients. DearDoc works endlessly to ensure that every practice is given whatever they need to run smoothly, and more importantly, to continuously grow with new patients. We are a passionate and hard-working team, dedicated to the 4,500+ practices who use our technology and working to innovate the healthcare space each and every day.
Working with teammates all over the world, we enjoy the autonomy and innovation of a startup environment where people rally around a shared vision, advance quickly within the company, and are invigorated by our fun, fast-paced culture. Truly…we have a LOT of fun.
We’ve been doing this since 2019 and we’d like to think we’re pretty good at it. We are always looking for people who will make us better.
Location: Remote, Guadalajara Mexico
Salary Range: Base - 35,000 MXN per month plus a Quarterly Bonus
**RESUMES MUST BE SUBMITTED IN ENGLISH TO BE CONSIDERED**
Benefits
Unlimited PTO
11 Paid Holidays
Annual Week off For the Holidays
Health Insurance
Essential Functions & Responsibilities
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
Skills & Background
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
DearDoc, Inc. is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business needs.
We do our best to respond to all applications as quickly as possible. We look forward to reviewing your background and connecting shortly to learn more about you! In the meantime….CHECK US OUT!
About the job
Apply for this position
Customer Success Manager
Who we are...
Great Places to work 2022 and 2023
DearDoc provides top doctors with a suite of technology and marketing tools, allowing them to run their practices more efficiently, so that they can give their full attention to their patients. DearDoc works endlessly to ensure that every practice is given whatever they need to run smoothly, and more importantly, to continuously grow with new patients. We are a passionate and hard-working team, dedicated to the 4,500+ practices who use our technology and working to innovate the healthcare space each and every day.
Working with teammates all over the world, we enjoy the autonomy and innovation of a startup environment where people rally around a shared vision, advance quickly within the company, and are invigorated by our fun, fast-paced culture. Truly…we have a LOT of fun.
We’ve been doing this since 2019 and we’d like to think we’re pretty good at it. We are always looking for people who will make us better.
Location: Remote, Guadalajara Mexico
Salary Range: Base - 35,000 MXN per month plus a Quarterly Bonus
**RESUMES MUST BE SUBMITTED IN ENGLISH TO BE CONSIDERED**
Benefits
Unlimited PTO
11 Paid Holidays
Annual Week off For the Holidays
Health Insurance
Essential Functions & Responsibilities
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
Skills & Background
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
DearDoc, Inc. is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business needs.
We do our best to respond to all applications as quickly as possible. We look forward to reviewing your background and connecting shortly to learn more about you! In the meantime….CHECK US OUT!