Posted over 2 years ago

We are on the lookout for a Customer Success Manager to join the team.

The transformation team are on hand for every hospital that uses the DrDoctor platform to ensure they get the most out of it. At DrDoctor, we want every installation of our platform to deliver the best possible results, without exception, and we help our hospitals through every step of the way. Over many years, we have come to be experts in delivering technology and transforming hospital services from the ground up. Our Delivery team run the initial implementation projects and our Success team are responsible for the long-term success of our clients.

Join us on our mission to change healthcare one hospital at a time, by taking clients efficiently and effectively through their transformation journey!

• Develop great relationships with our clients and so they get maximum benefit from using our products and become advocates of what we do
• Work closely with service managers, clinicians and other key users developing solutions with them to solve their problems and so they become experts in using our products

• Actively monitor customer activity to make sure they derive maximum benefit from using our products and maintain high adoption metrics, work alongside our Account Managers to help demonstrate success to senior stakeholders
• Support long term campaigns working closely with key clients to deliver their goals
• Evaluate performance and utilisation trends, recommending improvements to processes and ways of using our products
• Analyse data and produce insightful reports that quantify the value we deliver to our clients
• Act as the voice of the customer, collect, understand and use feedback to drive continuous improvement in our products and services and champion their ideas and issues
• Work as part of the team who provide client education, engagement, communication and insight, with opportunity to specialise as we grow

Turn our vision for the future of healthcare into reality!

DrDoctor is a fast-growing digital health company founded in 2012. Our technology improves patient engagement, clinical outcomes and operational efficiency. We save the NHS millions of pounds each year and are currently deployed across 30 major hospitals around the UK. With over 10 million patients active on the platform already, we’re on a journey to deliver the tools to radically transform the delivery of health services to make healthcare work for everyone – for patients, doctors, administrative teams and tax payers.

Hi, I’m Andrew, and I have been working at DrDoctor for 4 years. I am responsible for the delivery of DrDoctor across numerous hospitals in the UK. I love that I can work and build relationships with many different people in the NHS and witness first-hand the outcomes and value we deliver for patients and staff. To be successful at DrDoctor, you need to be a team player that doesn’t back down from a challenge. Also, a sense of humour and being able to have some fun along the way will definitely help.

• We fully expect that you will need time to develop in your role and we are committed to supporting every step. However, some key skills are:
• Motivation with a drive to succeed and deliver results as part of a new and growing team
• Strong communication skills and ability to develop rapport with hospital users so they enjoy working with you and respect your opinion
• Strong problem-solving, so you can identify the root cause of problems, develop solutions and communicate them to clients
• An eye for detail and the ability to understand the technical side of what we do

Bonus points for:

• Relevant experience and knowledge of healthcare
• Experience analysing and presenting data using MS Excel, PowerBI and/or SQL

An awesome team? Ok, you want more?

• Remote by default approach - Everyone at DrDoctor will work remotely, most or all of the time with regular opportunities to socialise and engage.
• Flexible working (work where you are at your best and at times when you feel most productive)
• 25 days holiday plus Bank Holidays (with our own DrDoctor Bank Holidays thrown in for good measure!)
• Discretionary bonus
• Yoga on a Monday and other fitness classes adhoc
• Mental health support through our partner OpenUp
• Drinks/other fun things sent to you in the post
• Salary competitive and dependant on experience
• EMI share options scheme coming soon!

When we're not in the midst of a pandemic, we also do lunch and beer every other Friday, company wide ski trips, summer and Christmas parties and regular company/team socials!

We are currently recruiting heavily and have a lot of CV’s to go through.

We will be in touch in a few days to let you know if we think we might be a match. Unfortunately, because we get so many CV’s we are not able to send an individual response if it’s not a match.

If it is, then we will arrange a time to talk to you on a quick call. It’s just an informal chat so you can relax! We will tell you more about the role, the team and why you should want to join us.

If we continue then we will invite you in to meet the team and founders, depending on your role we may also ask you to complete an assessment.

We get there are a lot of great roles out there, so we will make sure to get through the rounds as quickly as possible. All we ask is you keep us up to date with your plans!

Note: We value diversity and inclusion so we're making an effort to check the language we use in all our postings.

Agency note: We do all of our recruitment directly, any unsolicited CVs or profiles sent to us will be viewed as gifts and will not be considered liable for a fee.