Benefits

• Medical, Dental, Vision, 401(k) Match
• Unlimited PTO
• Commuter Benefits
• Mental Health Benefits
• Wellness Benefits 
• HealthAdvocate Services
• Teladoc Services
• CitiBike Membership

Essential Functions & Responsibilities

• Pillars: Revenue Management, Product Adoption, Customer Advocacy
• Revenue Management
• Meet and exceed net churn, renewal revenue, and upsell revenue goals
• Identify and close opportunities for expansion within your Book of Business
• Manage cancellation requests within the SLA guidelines
• Product Adoption
• Meet and exceed product adoption goals
• Drive product/feature adoption with solution-based consultations with customers
• Identify and resolve at-risk adoption indicators within SLA
• Report product feedback to product team 
• Expert in product knowledge on features and function to achieve customer outcomes
• Customer Advocacy
• Maintain strict adherence to customer follow-up SLAs - We never want a customer to ask for an update.
• Solicit for advocacy opportunities (i.e. case studies, testimonials, webinar panelists, etc.)
• Meet and exceed CSAT/NPS goals
• Conduct regular success calls & business reviews with customers

Skills & Background

• Minimum of 1-2 year experience in a sales OR a revenue-driven customer success or account management role
• Proven ability to manage a large book of business - you are not intimidated by 100+ accounts
• Ability to deepen the relationship with clients through consistent upsell/cross-sell opportunities - you’re not afraid to advocate for DearDoc products and sell additional tools/products to help our practices accomplish their business needs!
• Success in a high-growth environment and adaptable to change
• Can make a challenge into an opportunity
• Ability to ensure client satisfaction, balance customer expectations, and negotiate successful resolutions
• Experience collaborating with various internal teams to push projects through completion in a timely manner
• Strong project management with a strict attention to detail
• Deep customer empathy and emotional intelligence
• Keen eye for opportunities to increase revenue
• Impeccable attention to detail to perform the highest quality of work
• Great interdepartmental communication skills 
• Understanding of customer experience with a product
• Resilient and hardworking (GRIT) 
• A positive, polite, confident, sincere and friendly disposition
• The ability to solve problems & to think dynamically
• Adaptability – we’re growing and evolving, and the rocket ship is about to take off
• Ability to think differently
• Team Player