Technical Customer Success Manager (x/f/m)
As a Technical Customer Success Manager at Doctolib, you will play a pivotal role in ensuring the seamless integration and optimal use of our healthcare solutions by clients. Operating within the Technical Services team, you will be instrumental in both onboarding new clients and supporting existing ones, aiming to provide an exceptional Doctolib experience through effective and timely resolution of technical inquiries.
Your primary responsibilities will include analyzing and resolving complex technical issues escalated from first-level support, delving into system architecture, interfaces, logs, and infrastructure to identify root causes. You will communicate solutions clearly to clients, collaborate closely with Product and Engineering teams to document bugs, relay client feedback, and drive product improvements. Additionally, you will develop resources such as runbooks and knowledge base articles to address recurring issues and enhance self-service options.
The ideal candidate will have over two years of experience in IT support within an SLA-driven environment, with direct client interaction. A solid understanding of application architectures, APIs, interfaces, and proficiency in reading code in languages like JavaScript or Ruby is essential. Experience with SQL and E/R databases, a solution-oriented and customer-focused approach, and excellent communication skills in both German (minimum C1 level) and English (minimum B2 level) are required.
Doctolib offers a comprehensive benefits package, including company health insurance with additional perks, a competitive salary with a monthly bonus, 28 vacation days plus one additional day for each full calendar year of employment (up to 30 days), and the Doctolib Parent Care Program, which includes extra parental leave. Employees also have access to mental health support through external partners, a flexible work model allowing hybrid and office-based work, reimbursement of public transport costs, and a subsidized sports program with Urban Sports Club.
Joining Doctolib means becoming part of a mission-driven company dedicated to improving healthcare access and efficiency. The company fosters a collaborative and dynamic work environment, offering opportunities for professional growth and development. If you are passionate about technology and customer success, and eager to contribute to the digital transformation of the healthcare sector, this role provides a meaningful and rewarding career path.