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 £35ml at Series B, 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 exceptional speed. We're looking for dedicated people with a passion for solving the problems in healthcare.

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

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

Impact:

• Take full ownership of the client relationship, leading meetings, and ensuring their needs and expectations are consistently met

• Manage the end-to-end creation and implementation of pathways, coordinating efforts both internally and externally to ensure seamless execution

• 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

• Lead initiatives to enhance client engagement and ensure optimal utilization of capacity, driving continuous improvement

• Act as the customer’s advocate within the organisation, ensuring their feedback is escalated to the appropriate team

• Collaborate with the commercial team to define and execute a strategic account plan for each client, aligning efforts with business objectives

• Where possible, identify and pursue opportunities for upselling and driving business growth

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 think of helping patients and protecting their safety first.

Whatever your role is, to thrive at Doccla, a can-do and action oriented attitude is essential. As is being a clear and open communicator who is receptive to feedback.

Our team is hybrid with offices in London, Denmark, Germany & Stockholm. Most of the team lives in and around London and visits the office one to three times per week to enjoy in person meetings, free lunch with the team, and the general perks of a WeWork with a glorious barista. The extent of remote vs office working will depend on your role, as some roles have the flexibility to be fully remote.

We have an employee equity pool that you can be part of so that as the company continues to grow you'll have a share in its success.

Some of our employee benefits include

• Annual Leave & Holidays:
  • 🌴 25 days of annual leave plus up to 8 bank holidays per year.
  • 🔄 Flexibility to buy or sell holidays back to the company.
• Remote Working:
  • 🏡 Flexible Remote Work: Options to work remotely, giving you the freedom to balance work and life.
  • 💻 Home Office Setup: £200 remote working stipend to enhance your home office.
• Financial Benefits:
  • 📈 Employee stock options.
  • 💸 4% pension on full basic pay.
  • 🛡️ 4x basic pay for Life insurance.
• Health & Wellness:
  • 🩺 Private health insurance.
  • 🫄 4 months full pay for the birthing person.*
  • 👶🏽 4 weeks full pay for the non-birthing person.*
  • 🩺 Sick pay
• Workplace Perks (if not remote):
  • 🍝 Daily lunch provided at HQ.
  • 🐶 Pet-friendly office
• Other benefits include:
• 📚 £500 Learning & Development budget per employee.
• 🚲 Cycle to work scheme.
• via Smart Health:
• 24/7 online GP appointments
• Mental health support
• Nutrition advice
• Fitness plans
• Second medical opinions
• Health checks
  

What do you get for all your hard work?

• A competitive compensation package (base + options) with half year and annual performance reviews.
• Work at one of the most patient focussed and client centric healthtech startups, backed by top VC firms, Lakestar, Elaia, General Catalyst & Speedinvest.
• Growth. We want you to keep growing. That means trying new things, leading others, challenging the status quo and owning your impact. Always with our complete support.

Diversity at Doccla
We embrace diversity at Doccla. To build a product that is valued we need a team with all kinds of different perspectives, experiences and backgrounds. That's why we're committed to hiring people from different backgrounds, race, religion, national origin, gender identity, sexual orientation, gender identity, age or disability.

We understand that applying for a new job takes a lot of work and we really value your time. We are really looking forward to reading your application!

Safer Recruitment

Doccla is committed to the principles of safer recruitment, ensuring that safeguarding and promoting the welfare of children and vulnerable adults is central to our recruitment processes.

A Disclosure and Barring Service (DBS) check will be required for all posts with access to children or vulnerable adults. Please note that it is an offence to apply, offer or accept to do any work with children (paid or unpaid) if disqualified from working with children.