Customer Onboarding Manager at HotDoc

Information Technology and Services, Customer Service, Full-time, Melbourne, Victoria, Australia melbourne support full-time
Posted 11 days ago

HotDoc’s mission is to improve the health care experience for everyone in Australia—already 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.

What’s in it for you

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.

What will you be doing?

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.

In this exciting role, you will be involved in;
  • 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


What you must have to apply for this role

  • 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 just the person we’re looking for if you can demonstrate

  • 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


What do our employees love about working for HotDoc?

  • We are an employee first company - to provide the best possible patient experience, we need to look out for our employees
  • You will have the flexibility to work from our office which is full of natural light, lush greenery and a balcony that overlooks the Yarra River and to work from the comfort of your home.
  • We have drinks on our balcony every Friday night.
  • Our kitchen is full of fresh fruit, snacks, Kombucha & a serious coffee machine. We have free breakfast on a Monday and free lunch on Fridays.
  • Your calendar is pretty full here - we have monthly events (think beer tasting, cooking & painting master classes) that you can enjoy from the office or the comfort of your own home & movie nights, book clubs, guest speakers.
  • Access to fortnightly fItness subsidy, yearly mindfulness subsidy, 2x weekly in-house yoga sessions, health coaching and access to nutrition and exercise advice.
  • Access to a dedicated clinical psychologist through our Employee Assistance Program.

If you want to find out more about what it is like to work at HotDoc, follow our Instagram @hotdoconline and watch a YouTube video here

HotDoc is a place where you can be you.

We celebrate diversity at HotDoc and completed a Census in 2020 which is our first step to transparently reporting on diversity data gathered annually from all employees.

We welcome applications of all types, and from all backgrounds. If you would like to find out more about our Census results and how we celebrate diversity, please click here.