Manager, Account Manager

About The Role

We are currently looking for a Manager, Account Manager to join our team here at Doctify, owning the commercial performance of the whole portfolio and the end-to-end customer journey.

The role will provide you with the opportunity to have a significant impact as an Account Management leader, responsible for the success of our innovative health-tech platform in the UAE region. You will be leading an incredibly talented team of two Account Managers, as well as working closely with our onboarding team in the UK.

Our Mission

Would you agree that our health is the most precious thing we have? And that each patient should be empowered to make confident decisions on their healthcare?

Doctify is a global patient platform, operating in 6 markets. We are building the largest, most impactful global healthcare platform, uniting the healthcare community around the world behind patient voices.

Our mission is to help over 100 million patients by 2025. If this sounds like a mission you would like to be a part of, then apply now!

You'll Be Responsible For

• Leading, managing and developing a high-performing Customer Success team of two Account Managers in the UAE, with support from our UK-based onboarding team.
• Continuously looking for ways to improve our CS best practices, processes, and customer retention and expansion numbers; endlessly seeking to better understand what drives churn/expansion for us, and ensuring a strong feedback loop with both Product and Sales.
• Setting, communicating, and driving the achievement of quarterly CS strategy and goals.
• Keeping abreast of market and customer trends, seeking out industry benchmarks, and communicating where Doctify sits within those and what we should be striving for.
• Working closely with other Doctify Leaders such as Sales, Product, Marketing, and Support; ensuring smooth collaboration, mutual support, and alignment.
• Owning a small portfolio of Enterprise customers directly, helping them maximize their product adoption and commercial footprint with Doctify.
• When the time comes to grow the Customer Success team, being responsible for hiring, onboarding, and training new Account Managers.

About You

• You are a proven Account Management leader, with 5 years of Account Management experience, including at least 1 year as a high-performing Account Management leader.
• You have CS experience with a portfolio of mid-market/enterprise B2B SaaS companies.
• You have a track record of leading teams that achieve best-in-class B2B Customer Success targets (above 100% net retention).
• You have experience with CS best practices, tools (we use Gainsight), and methodologies such as customer health scoring, and have experience implementing a variety of best-in-class CS playbooks, tools, and customer lifecycle processes.
• You have a track record of successful collaboration with Sales and Customer Success leaders.
• You possess natural communication and leadership skills, and have excellent relationship management skills.
• You have experience dealing with a multitude of complex customer challenges and have the required experience to handle any customer escalations from your team promptly and effectively.
• You have hired and retained top-performing Account Managers by fostering a high-performance culture.

Bonus points for the following:

• You have Account Management experience at a start-up and/or in the healthcare space.
• You have experience in a business that combines freemium/product-led growth with B2B sales motion.
• You have good HealthTech/SaaS knowledge and can get up to speed on our industry and our customers' problems quickly, and become a trusted advisor and expert yourself.

What we offer

At Doctify we are committed to providing a truly memorable and transformative experience on your career journey. Some of our benefits, perks, and ways of working include:

Perks for our people

• Competitive compensation package (basic + commission).
• Pension scheme with employer contributions.
• 30 days annual leave (plus bank holidays) + 1 day annual leave for each year of service after 1 year (up to 32 days).
• 4 weeks remote-working to be used throughout the year (within 3 hours of your local HQ).
• Hybrid-working with weekly office days.
• 2 weeks Pet-ernity leave offering work from home or flexible working hours to welcome and train your furry friend.

Setting you up for success

• Comprehensive onboarding schedule tailored to your role.
• Continuous learning sessions, training programmes, and self-development.
• Transparent internal mobility opportunities and career paths for professional hyper-growth.

Uniquely Doctify

• Doctify Daily to come together as a team 15 minutes a day to share, connect, and learn.
• Monthly Impact Awards (People's choice to celebrate one another - you get a cool hoodie too!).
• Quarterly team socials by region (Hosted by our ironically named Fun Police, always on the beat for a good time!).
• A culture of meaningful connections through cross-team-connect projects, global fitness initiatives, hackathons, and more.
• Employee referral scheme 700 or the local equivalent for each successful employee referral hired.

Our Commitment To Diversity, Equity, Inclusion & Belonging

Diversity, Equity, Inclusion, and Belonging. They're more than just buzz-words for us. Our commitment to these values is steadfast and they are an integral part of how we create what is Uniquely Doctify in our ways of working, policies and processes, building our teams and ultimately, bringing our mission to life.

We will always embrace uniqueness - so bring your whole self to Doctify!

More about Doctify

Doctify was launched in 2015 by Stephanie Eltz and Suman Saha, who met as trainee surgeons, to address the lack of a trusted or transparent online platform for patient reviews. While the likes of TripAdvisor, Trustpilot, and Glassdoor had enabled consumers around the world to search easily for verified feedback on products, services, and experiences, this model had yet to cut through in global healthcare.

Backed by transatlantic venture capital firm, Beringea, leading European investment funds Amadeus Capital Partners, Keen Ventures as well as investors such as Sir John Hegarty (founder of Saatchi & Saatchi), and Tom Teichmann (early investor in Lastminute.com, Notonthehighstreet.com, Made.com and Simba Sleep). To date, Doctify has raised over 30 million US dollars of investment.