Customer Success Associate

DocMatter is an ambitious, growth-stage company that is changing the face of collaboration for the medical community and is hiring exceptional individuals that want to contribute to that mission. We are fast becoming a household name among clinicians worldwide who consistently rely on the DocMatter platform to connect with their peers, learn from experts, gain insights, and stay up to date with the latest clinical data, best practices, and therapeutic innovations in medicine. Our goal is to bring our innovative platform to every clinician in the world.

We have built a peer-to-peer collaboration platform that facilitates knowledge transfer across a global network of healthcare professionals. As a Customer Success Associate on the Customer Success team, you will be responsible for driving the success of our medical association Communities by strategically aligning with medical association staff and member leadership.

Hear what our doctors are saying: Clinician Testimonial Video

Key responsibilities

1. Customer Relationship Management: Build and maintain strong relationships with medical association partner’s staff and leadership, serving as their primary point of contact for inquiries, concerns, and support needs.

2. Onboarding and Training: Guide partners through the onboarding process, ensuring smooth adoption of DocMatter platform and services. Provide comprehensive training sessions to familiarize medical association staff and leadership with the DocMatter platform.

3. Strategic Planning: Collaborate with medical association partner’s staff and leadership to understand their goals and challenges, offering strategic guidance and recommendations to optimize their experience and achieve desired outcomes. Align with DocMatter Clinical Engagement Team and DocMatter Data Team to meet partner’s goals.

4. Product Support: Provide ongoing support and assistance to partners. Troubleshoot technical issues, escalate complex issues to the appropriate teams, and ensure timely resolution.

5. Data Analysis and Reporting: Utilize data analytics tools to track partner’s usage patterns and performance metrics. Generate regular reports and insights to help medical association staff and leadership understand their progress and make informed decisions.

6. Renewals: Proactively engage with partners to ensure renewals.

7. Feedback Collection: Gather feedback from partners regarding their experience with DocMatter products and services. Advocate for partners needs and preferences internally to drive product improvements and enhancements.

8. Industry Knowledge: Stay updated on industry trends, regulations, and best practices related to medical associations. Share insights and recommendations with partners to help them stay competitive and innovative.

Requirements

· Bachelor's degree

· A natural curiosity, attention to detail, and organizational skills

· Strong written and verbal communication skills

· A solution-oriented mindset

· Passion for healthcare

· Ability to Travel (5%)

Preferred Requirements

· 1-3 years’ experience in SaaS customer success

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development
• Work From Home
• Wellness Resources
• Stock Option Plan