4 Jun 2021

DocStation: Senior Customer Success Manager


DocStation: Senior Customer Success Manager thumbnail

Job Description

Headquarters: Austin, TX

URL: https://docstation.co

Company Description
DocStation takes pharmacists from pills to patients. We analyze data provided to us by our partner health plans and pharmacies to find care opportunities where pharmacists can make a large impact on patient health. To make this work, we pair our easy-to-use interface with our efficient data pipeline to help pharmacists focus on what they do best: care for patients. We’re an early stage company working with hundreds of pharmacies looking to transform the $3.2 trillion healthcare industry with an unexpectedly delightful care experience for healthcare professionals and patients.

About the Role
As our first dedicated account management and customer success lead, you will have the opportunity to grow and support an extensive network of highly engaged pharmacies that achieve great patient outcomes. This role involves both rolling up your sleeves to get the work done and implementing systems to make processes more efficient.

You’ll work with pharmacies of all sizes, from local independents to national chains. We’ll count on you to understand their unique needs and make things happen on their behalf. You’ll be a key member of the clinical programs team and instrumental in building strong pharmacy relationships, delivering exceptional customer experience, and managing long lasting partnerships.

What You’ll Own
You’ll be responsible for growing our pharmacy user base and managing strategic relationships. You’ll also take the lead on training and onboarding, providing customer support, and managing pharmacy participation in payer programs. While this role has an external focus, you’ll also have opportunities to work on projects that streamline operations and make our team more efficient.

  • Present pharmacy engagement & clinical performance data
  • Implement a streamlined onboarding experience for new pharmacies
  • Implement standard operating procedures for customer support
  • Implement education and training programs for pharmacies
  • Track customer accounts and interactions in HubSpot
  • Triage inbound customer support requests in Intercom
  • Perform customer support activities (e.g. demos, training, webinars)
  • Coordinate pharmacy participation in payer programs (e.g. contracting, credentialing, payments)
  • Lead pharmacy network growth initiatives
  • Perform outreach activities (e.g. phone, email) to recruit pharmacies
  • Attend local, state, and national conferences to conduct presentations, host exhibit booths, and connect with pharmacists
You’ll be successful in this role if you have a track record of owning and executing complex projects efficiently, communicating clearly & effectively, and delighting those who work with you.
  • Low ego & high emotional intelligence
  • Desire to grow in a fast-paced environment
  • Self-motivated bias for action
  • High level of accountability
  • Enthusiasm & positivity in all human interactions
  • Clear & concise communication skills
  • Deep understanding of subject matter and customer needs
  • Efficiency in managing complex projects
  • Collaborative approach to problem solving
  • Desire to mentor & teach others
  • Fully remote company – work from wherever you’re most comfortable
  • Competitive salary & health benefits
  • Equipment you need to do your job, including a home office allowance
  • Annual learning stipend
  • Monthly WFH benefit (order lunch, go to the coffee shop, buy a WeWork membership)
  • In-person team retreats & outings (previous locations include Big Sky, MT and Boulder, CO)

Equal Opportunity
We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

One More Thing
We’re looking for people with passion, grit, and an overall desire to do good work that helps people. You’re encouraged to apply even if your experience doesn’t precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. We welcome people who want to change the status quo, have a chip on their shoulder, and are willing to fight for what they believe in.

To apply: https://weworkremotely.com/remote-jobs/docstation-senior-customer-success-manager



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