Success Manager, Onboarding

Our Mission

Healthcare should work for patients, but it doesn’t. In their time of need, they call down outdated insurance directories. Then wait on hold. Then wait weeks for the privilege of a visit. Then wait in a room solely designed for waiting. Then wait for a surprise bill. In any other consumer industry, the companies delivering such a poor customer experience would not survive. But in healthcare, patients lack market power. Which means they are expected to accept the unacceptable.

Zocdoc’s mission is to give power to the patient. To do that, we’ve built the leading healthcare marketplace that makes it easy to find and book in-person or virtual care in all 50 states, across +200 specialties and +12k insurance plans. By giving patients the ability to see and choose, we give them power. In doing so, we can make healthcare work like every other consumer sector, where businesses compete for customers, not the other way around. In time, this will drive quality up and prices down. 

We’re 17 years old and the leader in our space, but we are still just getting started. If you like solving important, complex problems alongside deeply thoughtful, driven, and collaborative teammates, read on.

Your Impact on our Mission

As a 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 long-term satisfaction by understanding a client’s goals and driving feature adoption, utilization, and retention
• Excited to solve problems through creative solutions and product set up 
• Motivated by learning and can quickly grasp and apply new ideas & solutions
• A strong believer in individual accountability and excel in project management
• Enthusiastic about working in a diverse and supportive team environment
• An experienced, motivated self-starter driven by metrics, sales targets and goals

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 pro