Job Description

Welcome to HotDoc! 👋

Founded in Melbourne, Australia in 2012, HotDoc is Australia’s largest patient engagement platform with over 8 million app downloads in Australia.

The past 3years have seen massive growth for our business, our team, and our community. We now work with over 21,000 practitioners around Australia, including GPs, Allied Health, Dental Practices, Specialists, and Optometrists.

We’ve helped over 11 million Australians book healthcare appointments (and counting).

We have ambitious goals to improve the healthcare experience for everyone in Australia with exceptional patient journeys, and we’re looking for extraordinary individuals to help us get there.

About You

You apply a positive attitude to everything you do, with a high level of adaptability and resilience in the face of change.

You have at least 2 years’ experience in Customer Success or Account Management (subscription-based SaaS industries preferred), with a solid understanding of the software lifecycle and the ability to navigate complex technical environments.

Exceptional communication skills, both verbal and written, with the ability to effectively engage with and influence stakeholders at all levels of an organisation.

Experienced working with senior stakeholders (C-Suite and Management), and not afraid to pick up the phone!

Commercially astute, you have strong strategic thinking abilities, capable of identifying opportunities for client growth and implementing effective strategies to maximise customer value.

Adept in navigating ambiguity, you thrive in a fast-paced, dynamic environment, and confidently problem solve when things don’t go to plan.

Highly organised, you manage your own work and priorities effectively.

You maintain a strong ability to build alliances with peers, and integrate seamlessly into a new team.

Role Purpose & Context

At HotDoc, our purpose is to improve the healthcare experience for everyone in Australia by improving the way that patients and doctors communicate. We’re passionate about building products that have a real impact on patient health outcomes and delivering services that support the growth and sustainability of Australian healthcare.

As a Customer Success Manager, you deliver Customer Success through best in class customer value and experience for HotDoc’s Enterprise & Mid Market customers. HotDoc has set the expectation for our Customers and Employees that we will be the gold standard in Customer Success as a key contributor to the overall Customer Experience.

As a member of this team, you are a Customer Success, HotDoc Product and Industry subject matter expert with a desire to drive customer value, product adoption, revenue expansion and loyalty. With a customer-first mindset and proactive by nature, you go above and beyond to delight your customers and in so doing create lasting customer relationships.

You are commercially savvy and role model world-class methods in driving customer loyalty, retention, revenue growth and expansion management. You are tenacious, focused and well-organised, with strong technical orientation and proven sales experience in driving value. You are results driven and are highly motivated by reaching set retention and upsells targets.

Please note that we have two positions available, as follows:

• One (1) Permanent Full Time position; and
• One (1) 12 Month Fixed Term (Parental Leave cover) position with the possibility of extension.

Requirements

Major Responsibilities:

• Manage the post-sales relationship of a portfolio of SMB, Mid Market, and/or Enterprise customers to ensure the Customer receives the highest value from the HotDoc platform and will always renew or maintain their subscription.
• Be accountable for reaching set quarterly, half yearly and financial year targets including NRR, Revenue Growth, Qualified Leads, Churn and NPS.
• Identify and nurture relationships with key stakeholders within your portfolio to create strategic and meaningful points of customer engagement, either working individually with the customer or as part of the wider HotDoc team.
• Work in collaboration with Account Managers to upsell customers within your portfolio.
• Be the voice of your customer within the business, including raising and advocating the case for product and/or service improvement linked to customer and business benefits using company processes.
• Partner with customers to design, develop & deliver Customer Success Plans that ensure the customer maximises ROI, meets or exceeds their business goals and leverages the full value of HotDoc.
• Assist in the design, development and execution of customer webinars for product release, product training and best practice masterclasses in collaboration with peers within your team and cross-functionally.
• Willing and able to travel locally and interstate when required to attend industry conferences and events (up to four per year) and visit customers as a positive, enthusiastic and knowledgeable representative of the HotDoc brand.
• Partner with key stakeholders at HotDoc in being the voice of HotDoc within the customer’s business, leveraging customer relationships and initiatives to help HotDoc deliver on its mission to improve the healthcare experience for everyone in Australia.
• Contribute to improving the performance and outcomes of the wider team and company by being an active and positive participant in maintaining and improving the team operating rhythm and ways of working.

Key Technical Skills & Experience

• Proven track record in Customer-facing roles within account management, preferably in a SaaS, Healthtech and/or Product-led company.
• Experience working with and navigating a technical product (ideally SaaS).
• Experience in a metrics and data driven environment and able to use data storytelling to demonstrate product value to customers and influence decisions.
• Proven track record of building high-quality relationships with multiple senior stakeholders in order to influence customers and achieve strong business outcomes.
• A sales focus with innate business acumen; you know how to negotiate outcomes that are beneficial for both customers and the business alike.
• Demonstrated ability to effectively manage renewal and other commercial conversations, with the ability to influence and negotiate with senior stakeholders.
• Demonstrated ability to become a product subject matter expert with the ability to translate product value to Customers, communicating with our Customers in their language.
• Comfortable with ambiguity, able to adapt to change and be successful in a fast-paced autonomous environment that rewards hard work and self-motivation
• Intermediate to advanced verbal and written communicator with a confident, polished and articulate presentation style.
• Self-motivated, goal-oriented team player with demonstrated ability to work in fast-paced environments.
• Familiar with CRMs (Hubspot is a bonus!)
• Good, friendly person that can create strong relationships internally & externally.

What do our employees love about working for HotDoc?

• Our people are at the heart of HotDoc. We are an employee-first company and recognise that we can’t provide a great patient experience if we don’t look out for our employees.
• All HotDoc staff enjoy the flexibility to work from home and from our Melbourne HQ.
• Access to our comprehensive Health & Wellbeing Program
• A generous Learning and Development Budget
• Parental leave benefits program including paid baby sleep school, first aid courses and EAP for primary and secondary care givers (available post probation)
• Company wide events & activities at our HQ in Melbourne for all remote and hybrid staff to attend several times a year
• Private and confidential EAP program for all employees from day one
• In house Career and Strengths Coaching tailored specifically to every employee

HotDoc is a place where you can be you

HotDoc prides itself in being an inclusive and diverse workplace; in fact, we celebrate it. If there are any alternative considerations you might require to perform this role or if there is anything we can do to assist you in the application process please let us know. We will do our best to make this a great experience for you.

Please note, we ask that all Victorian based staff make an effort to attend our Melbourne HQ once a week to better build relationships, get to know their teams and to meet the other members of staff they might not have the opportunity to during a normal working day. If this is not possible please ensure you speak to the hiring manager during the recruitment process so we can assist with reasonable flexible working considerations.