Customer Success Manager Job Vacancy in HotDoc Melbourne VIC 3000 – Updated today

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Full Details :
Company Name : HotDoc
Location : Melbourne VIC 3000
Position :

Job Description : 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 practices 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 in one of CS’s two core teams (approx 4 per team currently), 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. And you will enjoy flexible work arrangements while thriving in an ethically driven company that fosters inclusivity, and where action on personal and professional development is actively encouraged.
Having adapted well to a remote working environment, you will also have the opportunity to work from home and our beautiful office overlooking the Yarra River in Melbourne CBD.
What will you be doing?
Over the past twelve months, HotDoc has become Australia’s market leader, and has launched into new markets with the overall ambition of improving the healthcare experience for everyone in Australia. To help us on this journey, we’re looking for someone to partner with our valued customers to help them successfully adopt our product – in turn, ensuring they meet their business goals.
Manage the post-sales relationship with a portfolio of medium to large-sized medical practices across all stages of the customer lifecycle.
Proactively discuss, advise and support the delivery of core platform functionality and features to the Customer.
Be a HotDoc evangelist through influencing your Customers to achieve their goals and the advantages of all product features.
Use customer experience frameworks and product channels to bring customer insights to the table that help define product and process improvement opportunities.
Drive portfolio growth by identifying and executing on Upsell opportunities and retaining happy customers.
Requirements
What you must have to apply for this role
Proven track record in Customer-facing account management roles, preferably within a SaaS / Technology / Product led company, or management experience within the Healthcare sector.
Demonstrated ability to become a product subject matter expert with the ability to translate product value to Customers, communicating with our Customers in their language.
Polished communication skills, honed in B2B and/or B2C customer-facing roles.
Self-motivated, proactive & goal-oriented team player with demonstrated ability to work in fast-paced environments.
Strong organisation skills, with the ability to ruthlessly prioritise your work.
Familiar with CRMs, HubSpot a bonus.
Excited about new technology with strong technical aptitude.
Friendly phone manner and naturally empathetic.
You’re just the person we’re looking for if you can demonstrate that you

Are a socially conscious person who wants to be in a role that positively impacts Australian healthcare
Are empathetic and care about doing right by others
Take ownership of problems and their solutions
Are prepared to speak up and question the status quo
Are passionate about technology, health IT and/or SaaS
Benefits
What do our employees love about working for HotDoc?
We are an employee first company – to provide the best possible patient experience, we need to look out for our employees
You will have the flexibility to work from our office which is full of natural light, lush greenery and a balcony that overlooks the Yarra River and to work from the comfort of your home.
We have drinks on our balcony every Friday night.
Our kitchen is full of fresh fruit, snacks, Kombucha & serious coffee machine. We have free breakfast on a Monday and free lunch on Fridays.
Your calendar is pretty full here – we have monthly events (think beer tasting, cooking & painting master classes) that you can enjoy from the office or the comfort of your own home & movie nights, book clubs, guest speakers.
Access to a fortnightly fItness subsidies, yearly mindfulness subsidy, 2x weekly in-house yoga sessions, health coaching and access to nutrition and exercise advice.
Access to a dedicated clinical psychologist through our Employee Assistance Program.
Watch a video about what it is like to work at HotDoc https://www.youtube.com/watch?v=rIOI3xrF6uE
HotDoc is a place where you can be you.
We celebrate diversity at HotDoc and completed a Census in 2020 which is our first step to transparently reporting on diversity data gathered annually from all employees.
We welcome applications of all types, and from all backgrounds. If you would like to find out more about our Census results and how we celebrate diversity, please click https://practices.hotdoc.com.au/diversity-inclusion-belonging/.
While it is our preference to employ from the local labour market, we will consider applicants in Australia who already hold a visa. We offer sponsorship and a pathway to permanent residency for the right applicants.

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