Delivery & Customer Success Manager

A Bit About Us

We're Doccla, the virtual ward company. We provide patients and clinicians with the transformative power of remote patient monitoring.

Our existing customers are hospitals, community services, and NHS commissioners that we partner with to deliver tech-enabled virtual wards. With our technology, logistics, and support, patients can be discharged from a hospital ward to a virtual one and recover in the comfort of their own homes. Patients love our care pathways and health services become more efficient; it's a win-win.

Doccla is a growing health tech startup; we have secured a £35m Series B funding, led by European VC Lakestar, with new investors French VC Elaia and existing investors General Catalyst, Speedinvest, and the investment leg of German media company Bertelsmann also participating. We're solving real problems for patients and health systems and we are growing at an exceptional speed. We're looking for dedicated people with a passion for solving healthcare challenges.

This is your chance to join us at a key stage of our growth. Our ambition is to be a category leader in virtual healthcare. You will join a highly entrepreneurial team that combines technical, clinical, operational, and commercial colleagues.

What you'll do as a Delivery & Customer Success Manager

Impact:

1. Take full ownership of the client relationship, leading meetings, and ensuring their needs and expectations are consistently met.
2. Manage the end-to-end creation and implementation of pathways, coordinating efforts both internally and externally to ensure seamless execution.
3. Regularly prepare and present reports to clients including SLA reports, red alert reports, patient feedback reports, referral reports, etc., and create action plans to optimise performance.

1. Lead initiatives to enhance client engagement and ensure optimal utilization of capacity, driving continuous improvement.
2. Act as the customer's advocate within the organisation, ensuring their feedback is escalated to the appropriate team.
3. Collaborate with the commercial team to define and execute a strategic account plan for each client, aligning efforts with business objectives.
4. Identify and pursue opportunities for upselling and business growth where possible.

Behaviours:

• Relationship Building and Maintenance: Skilled at building and maintaining strong, trust-based relationships with clients, fostering long-term partnerships.
• Organised and Structured: Maintains an organised and structured approach to work, ensuring all tasks and projects are managed efficiently and effectively.
• Navigating Challenging Conversations: Confident and adept at handling difficult conversations, maintaining professionalism, and finding solutions in complex situations.
• Autonomous and Decisive: Operates with a high level of autonomy, making informed decisions quickly and effectively to drive progress.
• Motivational: Inspires and motivates others with a positive attitude, fostering a collaborative and productive work environment.

How we work

We empower everyone to take ownership and responsibility for the company and their role within it. We act ethically and prioritize helping patients and safeguarding their safety.

To thrive at Doccla, a can-do and action-oriented attitude is essential, as is being a clear and open communicator receptive to feedback.

Our team is hybrid, with offices in London, Denmark, Germany, and Stockholm. Most team members live in and around London and visit the office 1-3 times per week for in-person meetings, social activities, and office perks. The remote vs. office work balance will depend on your role, with some roles offering full remote flexibility.

We have an employee equity pool, so you can share in the company's success as it grows.

Some of our employee benefits include:

• Annual Leave & Holidays: 25 days of annual leave plus up to 8 bank holidays; flexibility to buy or sell holidays back.
• Remote Working: Flexible remote options; £200 home office stipend.
• Financial Benefits: Employee stock options; 4% pension contribution; 4x basic pay life insurance.
• Health & Wellness: Private health insurance; 4 months full pay for birthing and non-birthing parents; sick pay.
• Workplace Perks: Daily lunch at HQ; pet-friendly office.
• Other Benefits: £500 learning & development budget; cycle-to-work scheme; access to Smart Health services including online GP, mental health support, nutrition advice, fitness plans, second medical opinions, and health checks.

What you get for your hard work:

• A competitive compensation package (base + options) with semi-annual and annual reviews.
• Opportunity to work at a patient-focused, client-centric healthtech startup backed by top VC firms.
• Growth opportunities: trying new things, leading, challenging the status quo, and owning your impact, with full support.

Diversity at Doccla

We embrace diversity to build a valued product, hiring from various backgrounds, races, religions, nationalities, genders, sexual orientations, ages, and abilities.

We appreciate your time in applying and look forward to your application!

Safer Recruitment

We are committed to safeguarding and promoting the welfare of children and vulnerable adults. A DBS check is required for posts with access to these groups. Applying or working with children if disqualified is an offence.