Head of Client Success at Medici

| Austin
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About Us

Medici is a global and rapidly growing startup focused on building a culture of innovation, collaboration, and leadership in healthcare tech. Our team is awesome and we’re all driven by the impact that we are making on healthcare and in people’s lives. The vision of where we are going is clear but the terrain is always changing and we move quickly to adapt. We have amazing investors and advisors who trust us to build a great product that not only generates revenue to support our growth and impact but delivers real value to our users in the form of high quality, high availability care, and improved outcomes.

About the Product

Medici is a healthcare platform that puts the power of modern communication tools in the hands of all Doctors and Patients. We believe that just being able to have a conversation with your doctor or other healthcare professionals can significantly improve the healthcare experience. Your family, friends, and coworkers are just a tap away via text, voice, or video - why shouldn’t it be the same for your Doctor? Our platform is changing the way that doctors and patients interact and we’re extremely passionate about doing our part to help our fellow humans get the care and advice they need.

About You

We are looking for a Head of Client Success to join Medici full-time. This individual will be responsible for managing our Client On-boarding & Implementation, Client Support, and Physician Relationship Team. The goal of this role is to lead our Client Success team in developing a strategy to delight our clients by demonstrating excellence in on-boarding, communication, growth and retention while delivering World-Class net promoter score. We are looking for someone with strong analytical skills which will be responsible for reporting results directly to the Executive Team. This position reports to the Vice President of Digital.

Responsibilities
  • Manage both CSM and Support across two platforms
  • Drive customer retention and revenue growth within the existing customer base
  • Provide accurate weekly, monthly, and quarterly utilization reports
  • Build strong cross-department relationships to help improve internal processes
  • Collect and share customer feedback with our Product Development and Executive Teams
  • Create and oversee team OKRs 
  • Drive customer growth and retention strategies
  • Create career growth plans for team members, conduct regular 1:1’s, provide coaching and real-time feedback
  • Liaison between the executive team, sales team, and product and engineering team
  • Provide feedback and suggestions for program improvement
  • Serve as the main point of contact for escalations for your team and customer base

 

Qualifications
  • 5+ years of experience overseeing a Customer Success team in the mobile/web app or software space (bonus for healthcare industry experience and/or interacting with physicians,clinical, and administrative staff)
  • Bachelor’s degree or equivalent experience 
  • Experience in a SaaS environment with a proven track record in a client-facing role, engagement, providing excellent customer service while exceeding revenue and growth targets
  • Ability to create effective customer retention strategies, identify client risk, and create an action plan to prevent churn
  • Be data-driven, analytical, project-oriented, and process-oriented.
  • Experience in identifying and implementing efficiency improvements in an implementation environment
  • Excellent communication, technical, and problem-solving skills
  • Strong business and leadership skills with the ability to lead, coach, and grow a highly motivated CSM team
  • Track record of high client satisfaction ratings
  • Able to work full time from our Austin headquarters

If this description describes you and you have a strong sense of empathy for both physicians and patients, and a passion for improving the way healthcare is delivered, we urge you to apply today.

Benefits
  • Competitive salary and health insurance coverage (medical, dental, vision)
  • Flexible work schedule 
  • Catered lunch three times a week
  • On-site gym and showers
  • Free parking
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Location

Our company is in the ever-growing South Austin. Surrounded by restaurants, coffee shops, and beautiful trails to walk during breaks.

An Insider's view of Medici

What are some social events your company does?

We have an enthusiastic social committee that organizes fun events around holidays, theme days, and special events like the Superbowl, with plenty of delicious food to go around. Additionally, we hold monthly team builder events offsite where coworkers can connect and get to know each other better outside of the office. We work hard and play hard!

Lauren

Virtual Care Consultant

How do you collaborate with other teams in the company?

Over the course of the last week, I’ve been in conversation with marketing about data sharing, product about our current and future projects, customer success about issues a particular patient faced, and the platform team to work through making our code base stronger. Collaboration is one of the most important and best parts of working at Medici!

Trae

Software Engineer

What makes someone successful on your team?

Support from our managers and one-on-one meetings to ensure our success and plan to accomplish our goals. Collaborating with the team and sharing ideas on what makes them successful, what works and doesn't, and how to improve the process. Competitive comradery in the office pushes sales reps.

Kristina

Virtual Care Consultant

How do you empower your team to be more creative?

We make it a point recruit the best and the brightest, give them clear direction and support them in their drive to develop professionally. The best teams solve problems and produce results, and the most creative solutions to those probleems come from a culture of empowerment and accountability. That is what we seek to provide.

Allen

Chief Technology Officer

How does the company support your career growth?

Medici has continued to facilitate my growth within the workplace. I have been allotted time to learn about the business across multiple organizational units as well as take a deep dive into my current unit. Medici not only allows the opportunities but encourages me to work my way to the top.

Olivia

Marketing Project Manager

What are Medici Perks + Benefits

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