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DocMatter Inc. Sr. Customer Success Manager - Strategic Accounts in San Francisco, California

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 are seeking seasoned individual contributors with customer success with strategic accounts enterprise account management experience who are eager to impact the delivery of healthcare at scale by supporting our medical device, pharmaceutical, and biotechnology partners. In this role, you will have a highly visible, multi-faceted role focused on owning the success of strategic partnerships.

Hear what our doctors are saying: Clinician Testimonial Video (https://docmatter.wistia.com/medias/734bl7scec)

Responsibilities

  • Work cross-functionally as the project team leader for implementation and ongoing success of the DocMatter platform to a small, strategic set of clients

  • Build relationships and drive long-term strategic alignment with sales, marketing and medical affairs leadership in mid-market and enterprise client accounts

  • Develop a thorough understanding of large, complex client accounts and develop our partnership strategy based on the politics, priorities, goals and challenges of the client company

  • Develop and maintain Account Plans to ensure cross-functional alignment both internally and within the client organization

  • Shepherd clients through the digital transformation of their commercial and education strategy

  • Own KPI definition, oversight, and ongoing reporting to client

  • Define projects and work with DocMatter department leads and team members to proactively direct internal DocMatter resources

  • Build and run Quarterly Business Reviews for all of your partners

  • Regularly present to client teams and in larger format client training meetings

  • Review internal metrics dashboards and reports to monitor trends and discover early indicators of account trouble or opportunities for account growth

  • Act as a subject matter expert on DocMatter and the business value created for our partners via our proven best practice playbooks

  • Challenge the status quo

  • Proactively network within client organization to develop cross-sell and up-sell opportunities

  • Own and report ongoing success of DocMatter partners to customer-facing DocMatter department heads

  • Embody the DocMatter values

Requirements

  • Bachelor's degree and/or equivalent experience

  • 5+ years experience in senior account management/customer success in the life sciences field

  • Track record of consistently achieving account expansion and customer satisfaction goals

  • Strong analytical skills and ability to translate analysis into action plans

  • Effective team player operating in a fast-paced environment

  • Demonstrated excellence in verbal, written, and presentation skills

  • Ability to work independently and organize/manage numerous priorities simultaneously

  • High integrity with an interest in advancing a social mission

  • The candidate who will flourish in this role and at this company is an ambitious self-starter

Benefits

DocMatter provides a peer-to-peer collaboration platform that facilitates knowledge transfer across a global network of highly engaged healthcare professionals to provide life-changing patient outcomes. We are well on our way, but new hires are early enough that you will still be able to play a pivotal role in advancing our mission.

All full-time roles include series A equity with significant upside and health, dental and vision, long-term disability, and life insurance.

Our employees are passionate about elevating the practice of medicine and our seasoned leadership team has a breadth of experience across industry and research. Come and join some of the smartest minds in San Francisco tackling one of the great opportunities to advance the global medical field!

DocMatter Values

Mission-Driven

  • Our singular focus is improving patient outcomes through scalable collaboration

  • We provide personalized support to clinicians, empowering them with our technology

  • We accelerate the adoption of best practices by enabling continuous knowledge-sharing across medicine

  • We believe deeply in our work supporting a global Community of clinicians

People-First

  • We treat each other with respect, kindness, and empathy no matter what

  • We always assume best intent when disagreeing, or working through challenges

  • We care about our people, and consistently recognize good work

  • We are inclusive, and foster an environment of belonging

Operational Excellence

  • We believe in process, measurement, and continuous improvement

  • We set ambitious goals and embody grit, determination, and perseverance in achieving them

  • We share resources and work together to solve problems

  • We are responsive, punctual, and prepared

Collaboration

  • We are clear, concise, and professional in speech and writing to colleagues and customers

  • We ask for help when we need it, and prioritize helping each other

  • We are proactive, honest, and constructive in our communication internally and externally

  • We maintain composure in stressful situations

Accountability

  • We do our best work, and hold each other to high standards

  • We are transparent and question actions inconsistent with our values

  • We regularly collect and share feedback

  • We focus on measurable results

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