Telemedicine Success Manager (TSM)

We believe everyone, everywhere should have access to telemedicine. To help accomplish this, we want to ensure providers are successful with telemedicine using doxy.me. To ensure a provider is successful, we need to help providers (1) understand how to use doxy.me effectively, (2) solve problems and answer questions, and (3) help them get the most value out of doxy.me.

As the Telemedicine Success Manager (TSM) on the Solo Provider team of the Growth Department, you will specifically:

Onboard- To effectively onboard new providers, we need to create an effective communication strategy to welcome providers and help them quickly understand the available features, advantages, and benefits of doxy.me. Including how to integrate telemedicine into their clinical practice effectively. We also want to follow to make sure they understand and are using it to its full potential. 

Support- To effectively support our providers, we need to continuously provide world-class service by diagnosing problems, answering questions, resolving issues, and doing whatever it takes to make our users happy.  We are also the liaison or “voice” of the customer as it relates to product and services feedback, and must use this data to report our findings to the appropriate internal stakeholders.

Engagement and Retention- We want our providers to always receive value so they continue to use us. To do this, we must continuously educate the provider on our product, communicate value, increase feature and call utilization, and generate long term loyalty among our provider base.

Who we are:

We are a technology company that wants to make the world a better place through telemedicine, enabling health care providers to conduct secure video visits with their patients. Soon we will have a million users spanning the globe who then visit with tens of millions of patients. We have hubs in Charleston, Salt Lake City, Rochester, Kyiv, and London. We're entrepreneurial, dedicated, and community-minded in spirit. We want to deliver the best possible telemedicine experience for our users and their patient population. https://twitter.com/doxymeHQ

Benefits: 

Full time employee with Medical/Dental/Vision,401k match, Unlimited PTO, ability to work remotely, flexible with hours and days off so long as you get the job done.

Who you are:

We are looking for a Telemedicine Success Manager who owns the Customer Lifecycle of solo providers, beginning with customer onboarding and implementation, and continuing through the adoption and renewal staging. 

Your role:

Your role is part of our Solo Provider team which is focused on providing the best product experience to the largest segment of doxy.me customers. You will be responsible for supporting doxy.me users via Intercom (our CRM) and Aircall (our Phone Support platform), and helping resolve any issues they encounter with our platform. You will work very closely with our team serving as the voice of the customer to ensure we are providing world-class service, reporting back from the front lines of what you see and hear on a daily basis.

Important note: We are looking for candidates that can work a full time schedule that may span evenings, weekends and/or holidays as our providers need us.

Responsibilities:

• Assisting providers via Intercom chat and phone/Calendly to ensure they are successful with our product.
• Providing personalized support to some of our largest accounts and jumping on ad-hoc calls to provide help and product education, as necessary.
• Troubleshooting and investigating support inquiries to quickly identify any issues.
• Actively collecting and documenting insights from customers to send to the Product team.
• Auditing and updating any current support resources as the product changes (Help Articles, Saved Replies, Bot Responses etc.).
• Creating new documentation such as FAQs, guides and knowledge-base articles for our providers and our team.
• Assisting with projects related to improving our support at scale processes.
• Learn and engage in a broad multidisciplinary set of roles that may include many functions, including telemedicine, healthcare consulting, marketing, sales, automation, analysis, and other duties as needed.

What We're Looking For:

• Someone with experience in the social services and/or mental and behavioral health sectors of healthcare
• Have experience with CRM tools.
• Are a self-starter who is capable of working independently and remotely with a distributed team.
• Have experience working with targets (SLAs, Productivity & Customer Satisfaction).
• Genuinely enjoy solving problems and pride yourself in providing exceptional customer support to everyone you speak with.
• Have the ability to work in a fast-paced environment and handle a high volume of support conversations.
• Have excellent written and oral communication proficiency and likes to over-communicate (with both customers and team).
• Bonus: Have great video presence and love engaging with customers through video.
• Bonus: Have experience analyzing data, trends and customer information reports to identify growth opportunities.

Minimum qualifications to respond to this posting:

• Bachelor's degree in Healthcare, Business, Technology, or a related field
• 3 years of experience in Social Work required
• 2 years of experience working in telehealth preferred
• 5 years of experience working in healthcare and/or SaaS preferred
• 3 years of customer support experience preferred