Sr. Customer Success Manager - Strategic Accounts

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

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