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Customer Success and Delivery Manager



Customer Service, Sales & Business Development
Manchester, UK
Posted on Wednesday, November 9, 2022

A bit about us

We’re Doccla, the virtual ward company. We provide patients and clinicians with the transformative power of remote patient monitoring.

Our existing customers are Hospitals, Community Services, and NHS Commissioners that we partner with to deliver tech enabled virtual wards. With our technology, logistics, and support patients can be discharged from a hospital ward to a virtual one and recover in the comfort of their own homes. Patients love our care pathways and health services become more efficient; it’s a win-win.

We are a young company with big aims and a lot of momentum. In the summer of 2022 we raised $18M in an oversubscribed A round led by General Catalyst, a top tier global VC fund and have gone from strength to strength since: we’ve won a series of large multiyear NHS contracts, extended 100% of our existing client contracts.

This is your chance to join us at a key stage of our growth. Our ambition is to be a category leader for virtual healthcare. You will be joining a highly entrepreneurial team that combines technical, clinical, operational, and commercial colleagues.

We're solving real problems for patients and health systems. we’re looking for dedicated people with a passion for healthcare.

What's the role all about?

Doccla's delivery team works as the key link between our customers and Doccla's internal teams that deliver our services.

As an implementation project manager you will steward our customers from the point of signing a contract through to onboarding their first patients and beyond. Once you have expertly guided the customer through the initial project to the point of safely caring for patients on a virtual ward you will then look to refine and optimise the installation as well as roll out further pathways and upgrades.

This role includes elements of project management, customer success, and implementation management. Exactly which of these roles you have prior experience in is secondary to being a driven, intelligent, and hardworking contributor ready to roll up your sleeves and get stuck in. Our service is continually evolving and developing and as the implementation expert you will be on the front line, identifying - and often delivering - improvements for patients, clinicians, and Trusts.

If you are a natural organiser and collaborative manager looking to take on responsibility and contribute to the evolution of a team then this role would be an excellent fit.

About you

Must Have

  • Have significant experience in stakeholder management and building successful client relationships
  • Have strong skills in fundamental office tools (Word, Powerpoint, Excel)
  • Be strong communicators adept at building relationships and collaborating across organisations
  • Be self-motivated problem solvers
  • Be a clinician or former clinician

Nice to have

  • Have previous experience in project management, implementation management, or PMO
  • Have experience in a start-up
  • Have previously worked in the healthcare sector and/or in enterprise-level SaaS implementation
  • Are familiar with project management tools and software such as Jira Work Management, MS Project, Asana

How we work

We empower everyone to take ownership and responsibility for the company and their role within it. We act ethically and think of helping patients and protecting their safety first.

Whatever your role is, to thrive at Doccla, a can-do and action oriented attitude is essential. As is being a clear and open communicator who is receptive to feedback.

Our team is remote first with offices in London and Stockholm. Most of the team lives in and around London and visits the office one to three times per week to enjoy in person meetings, free lunch with the team, and the general perks of a WeWork. The extent of remote vs office working will depend on your role, as some roles have the flexibility to be fully remote.

We have an employee equity pool that you can be part of so that as the company continues to grow you’ll have a share in its success.

Some of our employee benefits include

  • 25 days of annual leave and up to 8 bank holidays per year
  • Employee Equity Pool
  • Remote Working (Dependent on Role Requirements) with access to our Hammersmith office
  • Onsite Team Lunches
  • Private Health Insurance
  • A monthly Heka budget for health and wellbeing
  • Cycle to Work Scheme
  • Company wide social events

Diversity at Doccla

Doccla is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Safer Recruitment

Doccla is committed to the principles of safer recruitment, ensuring that safeguarding and promoting the welfare of children and vulnerable adults is central to our recruitment processes.

A Disclosure and Barring Service (DBS) check will be required for all posts with access to children or vulnerable adults. Please note that it is an offence to apply, offer or accept to do any work with children (paid or unpaid) if disqualified from working with children.