The Global Customer Success team is looking for a Global Onboarding Performance Lead

The Customer Success team is the global owner of all processes, tools, organization & product topics across the entire Customer Journey cycle for all products & geographies. The team’s mission is to provide a perfect Customer Journey experience to healthcare professionals, and to maximize their satisfaction and usage of Doctolib products, at scale.

You’ll be accountable for the Onboarding stage: From the moment a deal is closed to the moment when a practitioner has properly onboarded on the product and reached the value they were looking for. As such, you will become Doctolib’s global expert on absolutely critical parts of our sales & operations cycle. You will thus have a direct & measurable impact on revenue generation & key sales & satisfaction metrics (onboarding quality, efficiency…).

To achieve your targets, you will lead structuring projects with a company
-wide impact, leveraging top
-down & bottom
-up analysis and idea generation. 

You will work closely with our Local Sales Excellence, Satisfaction Excellence & Country Leadership teams in France, Germany and Italy, as well as our Go To Market, Data, and Pricing teams, to:

• Make sure that Sales & Operational teams (Onboarding, Account Managers) have the best processes & tools to set up & train users on all our products. 
• Help them launch new products, features & offers in regards to the Onboarding part while making sure Doctolib can remain agile 

You will also work hand in hand with dedicated Product teams (Doctolib, Salesforce) to scale our onboarding processes and tools and ensure the best end
-user onboarding experience through product innovation.

This global position is key at a time when Doctolib is scaling up at exceptional speed, developing its product portfolio & expanding its geographic presence. Reporting to the Head of Global Customer Success Performance, you will have a chance to develop your project & team management skills, while benefiting from substantial exposure to C
-level executives.

Finally, by joining a leading eHealth European scale
-up, you will be actively contributing to the transformation of the healthcare landscape.

Role

As a Global Onboarding Performance Lead covering a substantial part of the sales & operations cycle, your primary jobs will be to:

• Manage a team of 2 junior associates (incl. 1 intern)
• Become the absolute reference on the Onboarding cycle at Doctolib
• Build and drive project roadmap to impact our global Onboarding Performance end
  -to
  -end, which includes steps such as:
• Performing KPI
  -driven analysis to identify performance opportunities, working closely with our data analytics team
• Generating key insights from the ground by working closely with sales leaders & local sales excellent teams
• Co
  -designing product, process & tool solutions with our product managers
• Drive project implementation roadmap in our various geographies
• Securing new process/tool adoption though clear change management strategies
• Tracking impact & usage of our initiatives
• Scale our strategy across geographies & products, aligning various key stakeholders & diffusing best practices & guidelines

The recruitment process

Just like an external process, you will have the opportunity to:

• Discuss with the recruiter about the specific expectations of the job: 30
  -45 minutes
• Discuss & business case with the team manager for 1 hour
• Discuss with the team director for 30 minutes

Job Details

• Permanent contract (CDI)
• Full
  -time position
• Workplace: All Country
• Remuneration: fixed salary and variable based on objectives (to be defined according to profile)
• This position is eligible for partial telecommuting

 At Doctolib, we believe in improving access to healthcare for everyone
- regardless of where you come from, what you look like. This translates into our recruitment process: Doctolib is an equal opportunity employer. We don't just accept diversity at Doctolib, we respect and celebrate it! The more diverse ideas are heard, the more our product will truly improve healthcare for all. You are welcome to apply to Doctolib, regardless of your gender, religion, age, sexual orientation, ethnicity, disability, or place of origin. If you have a disability, let us know if there's any way we can make the interview process smoother for you! All the information transmitted via this form is processed by Doctolib for the purpose of managing applications. For more information on how Doctolib processes your application data, click here.

 If you wish to exercise your rights or if you have any questions about the processing of your data, you can write to us at hr.dataprivacy@doctolib.com.