Customer Success Manager, SMB

About the role

At Zocdoc, we are on a mission to empower patients and enhance their healthcare experience. As a Customer Success Manager for Small and Medium Businesses (SMB), you will play a crucial role in helping our provider partners optimize their use of our platform. Your primary focus will be on understanding their goals and challenges, ensuring they derive maximum value from Zocdoc's offerings. This position requires a blend of relationship management, strategic thinking, and a passion for delivering exceptional customer service.

Key facts

What you'll do

• Collaborate closely with sales and operations teams to onboard new healthcare provider practices, managing intricate processes across multiple accounts.
• Drive practice performance by effectively communicating the value of Zocdoc's features and addressing objections to enhance setup and buy-in.
• Exhibit meticulous attention to detail while managing numerous projects concurrently, ensuring regular touchpoints with clients.
• Develop deep expertise in Zocdoc's product offerings and train new providers and their teams on best practices for success.
• Proactively identify and resolve issues that may impact customer satisfaction and engagement with the platform.
• Take ownership of your performance metrics, striving to exceed goals while actively seeking feedback and coaching for continuous improvement.
• Utilize persuasive communication skills to build authentic relationships with customers, maximizing their engagement with Zocdoc's features.
• Encourage providers to deepen their partnership with Zocdoc by investing in our products, aiming to create brand ambassadors through positive experiences.
• Conduct regular client meetings to assess a practice's goals and pain points, driving feature adoption and retention.
• Balance sales strategies with project management, working consultatively with internal teams to ensure client success.

Requirements

• A Bachelor's degree or equivalent educational background is required.
• 1-2 years of professional experience in roles such as Sales Development Representative (SDR), business development, customer success, or account management.
• Exceptional communication and interpersonal skills are essential for building relationships with stakeholders.
• Strong organizational skills and attention to detail, with the ability to manage multiple projects effectively.
• A proactive problem-solver with the ability to think critically and navigate challenges in a fast-paced environment.
• Capability to thrive in a dynamic, start-up atmosphere, adapting quickly to changing circumstances.
• A strong desire to learn and grow, with the ability to assimilate new ideas and solutions rapidly.
• A self-driven attitude, motivated by achieving key performance indicators (KPIs) tied to a monthly commission structure.

Nice to have

• Experience in the healthcare industry or familiarity with healthcare technology solutions.
• Previous experience in a customer-facing role within a tech company.
• Knowledge of sales methodologies and customer success best practices.
• Familiarity with CRM tools and customer engagement platforms.

Skills & tools

• Proficiency in using CRM software to track customer interactions and manage relationships effectively.
• Strong analytical skills to assess customer performance metrics and identify areas for improvement.
• Excellent negotiation and influencing skills to drive feature adoption and customer satisfaction.
• Ability to create and deliver presentations that articulate product value and strategic recommendations.
• Familiarity with project management tools to streamline onboarding and account management processes.
• Competence in utilizing communication tools for effective client engagement and team collaboration.

Practical notes

• The position is based in our New York, NY office, where a hybrid work environment is encouraged.
• Competitive salary range for this role is between $30.29 and $34.00 per hour, depending on experience and qualifications.
• Zocdoc offers a comprehensive benefits package, including health insurance options, paid time off, and a 401(k) plan with employer matching.
• We value diversity and are committed to creating an inclusive workplace where all employees feel valued and supported.

About us

Zocdoc is the leading digital health marketplace in the United States, dedicated to simplifying the process for patients to find and book healthcare services. Each month, millions of individuals utilize our platform to connect with in-network providers, compare options based on verified patient reviews, and schedule both in-person and virtual appointments seamlessly. Established in 2007, our mission is to empower patients by providing them with the tools and information necessary to navigate their healthcare journey effectively.

At Zocdoc, we believe that healthcare should work for everyone, and we strive to create a system where providers compete to deliver exceptional service. We are guided by our core values, which emphasize collaboration and inclusivity, and we are committed to building a diverse team that reflects the communities we serve. As we continue to grow and innovate, we invite passionate individuals to join us in our mission to transform the healthcare experience for patients and providers alike.