Customer Onboarding Manager
HotDoc, Australia

HotDoc’s mission is to improve the health care experience for everyone in Australiaalready more than half of Australia’s GPs and 1 in 4 Australians use the platform. Our technology helps better connect patients and doctors by making interactions between both parties accessible and easy across the entire patient journey, from bookings through to post-appointment follow-ups. Now we’re going one step further, developing products aimed at proactively improving patient outcomes by encouraging patients to play a more leading role in the management of their own health.

The unique contribution of the Onboarding Team at HotDoc is to ensure that our customers realise the value in our platform as identified through our sales process. Success is defined by the delivery of a low effort and timely user training and set up experience.

Through being part of our OB team and within the wider CX team, you will be working with a team who are passionate about customer training. You will be the person to share 'aha' moments with the customers and see their reactions to our products and provide valuable customer insights that help shape product and Onboarding delivery.

We're looking for a highly motivated person to help train and activate new customers. This is a fantastic opportunity for someone who is looking to take the first step in an account management career.

• Acting as the first point of contact for customers post sale by helping them to understand what the Onboarding process looks like
• Identifying the customer goals as determined in the Sales process and work with the customer during the Onboarding process to ensure we deliver a setup and user training experience that enables the achievement of those goals
• Owning early lifecycle customer experience through conducting training and account setup and configuration
• Partnering with Sales and Customer Success to ensure that customer expectations are met, early lifecycle churn is detected, managed, monitored and prevented
• Working with your team members to assess new ways of improving Onboarding effectiveness, review and update relevant resources and own portions of knowledge management

Salary range for this role is between $60 - $65k depending on experience

Requirements

• 1-2 years experience in a customer facing role such as account management or retail
• Demonstrated experience and drive in educating customers and championing the customer experience
• A passion for customer experience and seeing customers succeed
• Proven ability to work well within a team and cross functional working groups to meet business objectives
• Ability to demonstrate and deliver value to customers through enabling them to use and adopt new products
• Demonstrated ability to absorb information quickly and respond well to change
• Highly motivated by customer recognition and will ensure you go above and beyond for your customers
• Excellent phone manner with strong written and verbal communication skills
• Highly organised with strong time and task management skills

• You’re a socially conscious person who wants to be in a role that positively impacts Australian healthcare
• Are empathetic and care about doing right by others
• Take ownership of problems and their solutions
• Are prepared to speak up and question the status quo
• You’re passionate about technology, health IT and/or SaaS

Benefits

HotDoc puts its money where its mouth is and has created a free in-house health and wellbeing program.

This is all accessible as part of our Troop program where every team member gets the know-how and support to set meaningful physical and mental wellbeing goals, and the resources to stay engaged and on track.

Troop makes health and wellbeing accessible by providing gym and fitness subsidies, 2x weekly in-house yoga sessions, health coaching and access to nutrition and exercise advice.

To support mental wellbeing we have a mindfulness amp; meditation program subsidy, our own in-house ‘Present’ sessions to explore ideas that enhance emotional intelligence and access to a dedicated clinical psychologist through our Employee Assistance Program.

We’ve adapted pretty well to a COVID world. You’ll be invited to many Zoom-based events including (but not limited to) Bob Ross inspired painting sessions, sourdough masterclasses, book clubs and wine tastings. And once COVID settles down, you can also expect:

• Wellness at your keyboard, with in-office subsidised yoga, personal training sessions, Hea

Job Rewards and Benefits