Customer Success Lead at HealthMatch

Operations, Full-time, Sydney sydney support full-time
Posted 3 months ago

HealthMatch is a digital health company transforming the way patients connect to clinical trials. Our mission is to allow for faster and more efficient access to innovative therapies and life-saving medication through our sophisticated technology and data insights - ultimately driving healthcare breakthroughs. 

Having launched in Australia in January 2019, we have expanded to New Zealand and Hong Kong with plans for further rapid global expansion in the coming year. HealthMatch has global ambitions to improve healthcare outcomes for all and is growing rapidly in 2020. 

At HealthMatch we are patient first, always. 

We are seeking a Patient Success Associate to build and drive a word-class experience for the patients & researchers that HealthMatch exists to serve. This is a new role, so to be successful in it, you will possess a strategic mindset with the ability to think and act like an owner. Your strengths lie in communication, empathy & relationship building.

You will be responsible for

  • Delivering an exceptional experience for both patients & research partners 
  • Providing white glove service and support for our patients when required
  • Fostering relationships with our research partners to ensure seamless patient handovers, but also help improve our commercial relationships
  • Being a trusted advisor for research partners, and key ambassador for our brand
  • Being the primary contact & advocate for research partners in key internal decisions 
  • Working as part of the team to develop strategies to improve the relationships that HealthMatch has with research partners
  • Ensuring all questions from research partners are satisfactorily responded to, within the set SLAs
  • We are looking for someone who

  • Is very customer-centric & passionate about driving successful outcomes for our patients and research partners
  • Is comfortable building relationships with stakeholders over the phone and in person
  • Is a self-starter who is very organised, knows how to prioritize & loves to problem solve
  • Takes the initiative to solve problems & is innovative when testing different solutions
  • Has a high level of empathy, grit & is not afraid to roll-up their sleeves to do what it takes
  • Has high attention to detail & can maintain a detailed record of interactions, projects & progress
  • Wants to teach the team and wider company your industry findings from working closely with research partners
  • Is comfortable giving and receiving feedback to everyone, no matter their seniority
  • Is excited to work across multiple teams in a fast-paced startup environment
  • Thrives in ambiguous environments with a high level of autonomy
  • Desired qualifications / experience

  • +1 years experience as either a Customer Success or Account Manager in a high-growth company, preferably a technology startup
  • Good quantitative and analytical background with the ability to tell a story in numbers, synthesise into insights and drive to decisions
  • Perks

  • Competitive salary + equity options
  • Modern, well-appointed office in Darlinghurst (a stone’s throw to Hyde Park)
  • Office stocked with food, snacks and beverages
  • Each member of our executive team is a strong communicator, an effective listener and most of all; commercial. We look forward to you bringing these qualities to the Patient Success team, along with detail and process orientation, methodical behaviour, and high responsiveness. 

    You will report directly to the Patient Success Lead and will have the opportunity everyday to learn directly from the founder and Senior Management Team.