Customer Success Manager, SMB

Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.

Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across 200+ specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down. 

We’re 18 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.

Customer Success Managers are the driving force in helping existing Zocdoc providers maximize their performance and experience on the Zocdoc platform. Our goal is to make each practice more successful by understanding the practice goals, upselling additional products and features, offering solutions to drive booking volume, and improving overall practice performance. A successful candidate will be an expert in the Zocdoc product, and be able to navigate complex practice operations to re-align value and optimize providers’ success on Zocdoc.

• Passionate about ensuring provider satisfaction by conducting client meetings to understand a practice’s goals and pain points in order to drive feature adoption, utilization, and retention
• Personally driven by building fast relationships with key stakeholders and decision makers in order to instill trust to see strong results
• Able to have challenging conversations in order to advise, influence others and handle objections effectively
• Able to balance sales conversations with project management, working with internal stakeholder teams while being consultative in your decision-making
• Personally motivated by driving KPIs that are attached to a monthly commission plan
• Motivated by learning and can quickly grasp and apply new ideas & solutions
• Actively seeking out feedback from sales leadership to adapt and implement improved sales strategies and processes

• Drive practice performance by effectively communicating feature value and handling objections to maintain setup and increase buy in.
• Diagnose concerns and understand goals with underperforming practices and motivate providers to put forth more effort to make Zocdoc successful for their practice.
• Influence providers to deepen their partnership with Zocdoc, including driving existing patients bookings and new feature adoption.
• Be an expert on products in Zocdoc and make tailored recommendations to practices to improve setup on your accounts.
• Use effective time management and account prioritization for consistent client outreach throughout your accounts.
• Optimize customer accounts by improving engagement, adoption, and overall realized value.
• Work closely with local sales and other teams across the business to optimize your accounts.
   

• Bachelor’s degree or equivalent
• 1-2 years of professional experience in an SDR, business development, customer success or account management role
• Stellar communication and interpersonal skills
• Strong attention to detail, highly organized, and a quick, curious learner
• A high level of problem-solving and issue-resolution skills
• Ability to think on your feet and thrive in a dynamic, start-up environment