Director of Customer Success
: Job Details :

Doceree is the leading Global network for HCP-only programmatic messaging, reshaping how pharmaceutical brands and healthcare agencies connect with physicians. Our Award-winning platform offers unprecedented end-to-end targeting and engagement solutions, driven by cutting-edge AI-enabled proprietary technology.

We are a Series B start-up backed by top VCs: Creaegis, Eight Roads Ventures and F-Prime Capital. Our Best Place to Work certifications reflect a dynamic team of individuals driven by an unwavering passion to make a meaningful impact on the world through ground-breaking technology. We are seeking exceptional, ambitious, and multifaceted teammates ready to join us on this thrilling mission. Are you ready to be part of something extraordinary?

What you ll Do

We are currently looking for a Director of Customer Success who is technically savvy and who possesses a strong drive for results. Duties include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding, training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests.

• Establish clear retention goals and process milestones for the client and employees to work towards.
• Assist customers as needed with setting up and navigating programs or software associated with a product or service.
• Assist in creating training courses and educational materials for other members of the department.
• Review customer concerns and seek to improve all aspects of the customer experience with the company.
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.
• Optimize existing processes within the company and actively enhance all Customer Success initiatives.
• Observe the market regularly to maintain knowledge of audience trends, behavior, and competitor research.
• Gather data and information which can be used to optimize campaigns to target specific audiences.
• Manage campaign budgets for advertisers including brands and media agencies, analysing insights and maximizing results.

Who You Are

• 6+ years of experience in account management or customer success position at an AdTech company or media agency - healthcare experience strongly preferred.
• Exceptional customer-facing communication to foster positive business relationships.
• Experience analyzing and optimizing the existing processes in the Customer Success department.
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
• Strong analytical skills for data and campaign results, as well as ability to observe patterns and generate insights.
• Strong numeracy skills to manage budgets, negotiate prices and analyze data.
• Collaborative mindset - able to work with both internal and external partners.
• Experience promoting the value of a product and upsell services/products with brand image and promoting value through customer experience.

Benefits

• Competitive salary and bonus/uncapped commission plan
• Stellar health care plan options for you and your family (Medical, Dental & Vision)
• 401K + 4% Matching
• Generous PTO, vacations & sick leave
• Extensive paid parental/maternity leave
• Team events

At Doceree, we know that our Company s strength lies in the diversity of our employees. Doceree is proud to be an Equal Opportunity Employer and we provide equal employment and advancement opportunities to all individuals, regardless of their race, colour, national origin, religion, sex, parental status, age, disability, genetic information, citizenship status, veteran status, gender identity or expression, transgender status, sexual orientation, marital, family or partnership status, political affiliation or activities, military service, immigration status, or any other status protected under applicable federal, state and local laws. If you have a disability or special need that requires accommodation, please let us know in advance.