Key Account Success Manager (x/f/m)

As a Key Account Success Manager at Doctolib, your primary responsibilities include serving as the main contact for clients after onboarding, building trust to enhance customer loyalty, consulting with major clients both remotely and on-site, ensuring optimal product usage, conducting regular needs assessments, and identifying upselling opportunities in collaboration with the Sales team.

To be considered for the Key Account Success Manager position at Doctolib, you should possess a relevant completed degree, preferably in Healthcare Management or Health Economics. Additionally, about three years of experience in sales, account management, or customer service is essential, along with excellent communication skills and fluency in German and English.

Doctolib offers extensive opportunities for professional development for its Key Account Success Managers, including structured onboarding through the Doctolib Academy, e-learning programs, training days, and soft skills training to ensure you can grow and succeed in your role.

At Doctolib, Key Account Success Managers can look forward to a flexible work environment that supports hybrid or office-based working, fostering a culture of collaboration and innovation in a dynamic and rapidly growing company.

The Key Account Success Manager role at Doctolib requires travel of at least 25%. This will involve visiting clients to build relationships and offer personalized support, further enhancing the success of the accounts you manage.

In responding to this question, outline specific experiences where you've managed key client accounts, focusing on strategies you employed to establish strong relationships, enhance customer satisfaction, and drive account growth. Highlight how you've analyzed client needs and adapted your approach accordingly.

Discuss methods you've used to promote optimal product usage, such as conducting training sessions, providing regular follow-ups, and offering tailored advice based on client feedback. Sharing concrete examples can strengthen your response.

Explain your approach to identifying upselling opportunities by discussing how you analyze client needs, monitor product usage patterns, and maintain open communication to understand their evolving challenges and requirements.

Prepare a specific example that illustrates your problem-solving skills and ability to navigate difficult situations. Highlight the steps you took to resolve the issue, and how your proactive approach ultimately benefited the client relationship.

Share tactics that you've successfully implemented, such as tailoring your communication style based on the audience, being an active listener, and ensuring information is clear and concise for decision-makers at various levels.

Discuss your familiarity with setting and analyzing KPIs to measure client success. Provide examples of how you've used data to inform business decisions and drive enhancements in service delivery for your key accounts.

Explain your strategies for effective time management and prioritizing tasks, such as employing tools or systems for tracking progress, and how you determine which client needs require immediate attention versus those that can be scheduled for later.

Articulate your passion for eHealth by reflecting on how this motivates you to improve client experiences and outcomes, and how it aligns with Doctolib’s mission of enhancing health care through digital solutions.

When answering this question, demonstrate your understanding of Doctolib’s unique value proposition, such as its focus on customer service, innovative technology, or user-friendly solutions, and how these elements contribute to its success in the healthcare sector.

Share your vision on how you aim to contribute to the growth of the Key Account Success department, focusing on innovative strategies for client engagement, improvement of processes, or enhancing team collaboration to achieve shared goals.