Account Management Director DE

As we are entering the next chapter, customer satisfaction has been made the #1 priority and the cornerstone of the product & marketing led growth vision. To make it happen we will join forces to deliver excellent and consistent account management service to customers. In the meantime, the reactive support teams will complete the service offer by handling all immediate needs expressed by customers. The 2 main identified missions for this role 

What you’ll do

• Proactively get in touch with customers in calls/workshops to increase satisfaction and  identify new ways to magnify the offered service,  ensuring effective management of the customer lifecycle and minimizing churn risks.
• Direct teams in optimizing farming and upselling strategies, overseeing the customer journey from onboarding to value perception.
• Build a team of recognized strong experts in the company focusing on high value added actions
• Spread the culture of customer centricity and increase awareness around user pain points - be inspired by the Zappos culture of service
• Proactively keep transforming our ways of working, processes and habits/rituals with a constant sense of “emergency”
• Embody and promote Doctolib playbook & values 

Who you are

You could be our next team mate if you:

• Live and breath User Centricity mindset and are obsessed by value / USP and usage 
• Are able to build trusted and collaborative relationship with stakeholders & peers
• Are able to set innovative vision around Customer Services
• Have experience in leading large strategic transformation programs with key results
• Are result & impact oriented 

Now, it would be fantastic if you:

• Have a good understanding of Sales organization and have a vision of how to make good synergies happen
• Are Product-oriented to make a seamless experience for our Users
• Have a data-driven approach

What we Offer you:

• A stock option program for all Doctoliber
• Quarterly bonus and a competitive salary package
• Reimbursement of public transportation costs
• 28 vacation days + 1 additional day for each completed calendar year of employment (max. 30 days)
• A 6-month structured onboarding program - the Doctolib Academy
• Continuous training opportunities on various skills (English, soft skills, expertise)
• Transparent internal mobility offers for which everyone can apply
• Solidarity Days: 2 days per year to support healthcare charities and make a positive social impact
• Mental wellbeing through access to coaches and psychologists in collaboration with external partners
• The Doctolib Parent Care program, which includes extra parental leave (1 month), parent meetings and inspirational presentations
• Modern offices that promote exchange and well-being
• A subsidized sports program with our partner Urban Sports Club
• Company health insurance with many extra health benefits such as subsidies for visual aids, dental treatment or naturopathy
• Meal budget and healthy snacks in the office, as well as regular breakfast or BBQ offers
• Financial allowance in the event of relocation from abroad
• A flexible working mode, from hybrid to office-based working
• Flexibility days: 10 days a year to work from another EU country or the UK

Interview process & job infos

• Interview with Talent Acquisition
• Interview with Satisfaction Leader
• Potential Lateral ITW with key business partner  including a Case Study
• Final interview 

Job Details

• Permanent position
• Full-time
• Place of work: Berlin
• Start date: 01.07.2024

Doctolib is an equal opportunity employer that values diversity. We welcome all applications and process them regardless of gender, religious affiliation, skin color, origin, sexual orientation, age, marital status or disability status.

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