Customer Success Manager, Onboarding

Your Impact on our Mission

As a Customer Success Manager, Onboarding, you will be the driving force in helping our customers maximize their experience on Zocdoc. In this role, you will act with a constant sense of urgency as you partner with new customers and internal teams to manage a quick and seamless onboarding experience. In addition, success in Onboarding is achieved by having the ability to sell the value of Zocdoc and get buy-in to ensure new customers quickly complete an optimal account setup, are bookable on the Zocdoc marketplace, and on a path to getting new patient bookings within their first 45 days. You'll quickly learn the ins and outs of the Zocdoc product, as well as the process by which we engage and onboard new practices. People who thrive in this role are highly adaptable and outcomes focused individuals who have the ability to communicate with a balanced sense of confidence, assertiveness, and likability to build rapport and persuade customers to maximize their Zocdoc potential. From there, you are an experienced and driven individual who will continuously strive to improve efficiencies, hit or exceed key performance goals, and become a subject matter expert as you continue to learn and master the role. You will be an influencer, making navigating complex practice operations as effortless as possible for our providers while also ensuring practices are well setup and maximizing their potential for success on Zocdoc.

You'll enjoy this role if you are…

• Passionate about ensuring provider satisfaction by conducting client meetings to understand a practice's goals and pain points in order to drive feature adoption, utilization, and retention
• Personally driven by building fast relationships with key stakeholders and decision makers in order to instill trust to see strong results
• Able to have challenging conversations in order to advise, influence others and handle objections effectively
• Able to balance sales conversations with project management, working with internal stakeholder teams while being consultative in your decision-making
• Personally motivated by driving KPIs that are attached to a monthly commission plan
• Motivated by learning and can quickly grasp and apply new ideas & solutions
• Actively seeking out feedback from sales leadership to adapt and implement improved sales strategies and processes

Your day to day is…

• Working closely with sales/acquisition and operations teams to onboard new provider practices by prioritizing and managing complex processes across multiple accounts
• Driving practice performance by effectively communicating feature value and handling objections to maintain setup and increase buy-in
• Being incredibly detailed oriented, able to manage multiple projects simultaneously with consistent touchpoints, and thrive with a high degree of autonomy
• Being an expert on Zocdoc's product and training new providers/their teams on best practices to be successful
• Proactively identifying and resolving issues that could affect customer satisfaction and buy-in
• Being self-motivated to own your metrics, strive to exceed goals, and openly seek feedback and coaching to support areas of opportunity
• Being persuasive and exceling in sales tactics to build genuine connections with customers to maximize buy-in to feature adoption and drive high onboarding satisfaction
• Influencing providers to deepen their partnership with Zocdoc by investing in our products to maximize their potential for success; creating future brand ambassadors is something you should strive for

You'll be successful in this role if you have…

• A bachelor's degree or equivalent
• 1-2 years professional experience in a sales, customer success, account management or support role
• Proven project management, time-management and prioritization skills
• Familiarity with Salesforce or other CRM workflow tools
• Stellar communication and interpersonal skills that convey value
• Strong attention to detail, highly organized, and a quick, curious learner
• Ability to think on your feet and thrive in a dynamic, start-up environment

Benefits:

• Flexible, hybrid work environment at our convenient Soho location
• Competitive PTO
• 100% paid employee health benefit options (including medical, dental, and vision)
• Commuter Benefits
• 401(k) with employer funded match
• Corporate wellness programs with Headspace and Peloton
• Sabbatical leave (for employees with 5+ years of service)
• Competitive paid parental leave and fertility/family planning reimbursement
• Cell phone reimbursement
• Catered lunch everyday along with beverages and snacks
• Employee Resource Groups and ZocClubs to promote shared community and belonging
• Great Place to Work Certified