Deardoc - New York, NY
posted 4 months ago
As a Customer Success Manager at DearDoc, you will play a pivotal role in ensuring that our clients, primarily top doctors, are equipped with the necessary technology and marketing tools to run their practices efficiently. Your primary focus will be on three essential pillars: Revenue Management, Product Adoption, and Customer Advocacy. In this remote position, you will work closely with a diverse team dedicated to innovating the healthcare space and providing exceptional service to over 4,500 practices that rely on our technology. In the realm of Revenue Management, you will be responsible for meeting and exceeding net churn, renewal revenue, and upsell revenue goals. This involves identifying and closing opportunities for expansion within your Book of Business and managing cancellation requests in accordance with our Service Level Agreement (SLA) guidelines. Your ability to maintain a strong revenue stream will be crucial to the success of our clients and the company. Product Adoption is another key area where you will excel. You will drive product and feature adoption through solution-based consultations with customers, ensuring they are fully utilizing our offerings to achieve their desired outcomes. Monitoring at-risk adoption indicators and reporting product feedback to the product team will be part of your responsibilities, as will becoming an expert in our product features and functions. Customer Advocacy is at the heart of this role. You will maintain strict adherence to customer follow-up SLAs, ensuring that no customer is left waiting for updates. Soliciting advocacy opportunities such as case studies and testimonials will be part of your efforts to enhance customer relationships. Regular success calls and business reviews will help you meet and exceed Customer Satisfaction (CSAT) and Net Promoter Score (NPS) goals, solidifying your role as a trusted partner to our clients.