Digital Customer Success Manager

About Us

Hopper Healthcare was built to solve one of healthcare’s greatest challenges: fragmentation. Clinical, operational, and financial systems were never designed to work as one – and the result is inefficiency, variation and preventable risk. We created hopper as a configurable, intelligent healthcare operating system that connects data, workflows and people across the entire care continuum. By unifying infrastructure and embedding intelligence at every layer, we enable organizations to deliver better outcomes, stronger performance and more equitable access to care.

Hopper Patient Management (myrecovery) connects patients, clinicians and care teams across the entire care journey. From digital onboarding and risk assessment to remote monitoring, virtual care and patient-reported outcomes, every interaction is unified in one seamless experience. Hopper customers can invite their patients to download the myrecovery app from Apple App Store or Google Play Store.

We are experiencing significant growth in patient and clinician users globally across the Australia, UK (NHS), state-wide US hospital networks and global medical device companies. We are looking for problem-solvers who are analytical, proactive, and delivery-focused. If you're a self-starter who thrives on the digital space and is passionate about improving patient care, we'd love to hear from you.

The Role 

Our expansion in Australia means that we are looking for a digital transformation expert as our Digital Customer Success Manager to lead the deployment of our technology across the private and public providers. This role would report to the VP of Australia and New Zealand, working closely with the global Customer Success team.

Your Responsibilities

• Lead the implementation of the myrecovery platform with public and private providers. From understanding the initial requirements to training, launch and transition to BAU. You’ll play a pivotal role in the adoption of HOPCo digital solutions, ensuring long-term success of our clients.
• Follow our implementation methodology and work closely with the global Customer Success team to continue to improve our processes as we scale.
• Manage relationships with a range of stakeholders, both clinical and operational, at our client sites and with our life science partners. 
• Fully understand our customer requirements, what success means to them and do everything we can to ensure our solutions deliver our clients value
• Liaise closely with a range of internal teams in USA & Europe, and collaborate with stakeholders to ensure timely and accurate implementations are delivered
• Work closely with the Product team, feeding back the ‘voice of the customer’ from both clinician and patient perspectives.
• Track and intervene in product adoption and customer health using data and agreed KPIs
• Contribute to high levels of customer satisfaction, leading to a smooth renewals process
• Uncovering expansion and upsell opportunities to handover to the business development team

The following Requirements - (skills/experience) are required:

• At least 5 years’ experience working in a relevant technology, consulting or customer success role. Experience within healthcare is preferred but not essential…an interest in health tech is a must!
• Excellent communication skills and ability to build strong relationships with a variety of different stakeholders
• Project management skills and experience running multiple deployments or projects simultaneously
• Comfortable working in a fast-paced environment and able to balance competing priorities across multiple clients at the same time
• Strong attention to detail

The following Requirements - (skills/experience) skills/experience are desired:

• Experience of deploying transformational technology in a healthcare setting would be particularly beneficial
• Willingness to travel as required
• Experience of working as part of a larger Customer Success team and ability to share past experiences as we grow our CS function 

Salary:

• Competitive, depending on experience

Benefits:

• 20 days holiday plus public holidays
• Superannuation
• Annual Training budget 
• Work from home set up allowance
• Flexible, hybrid, remote working options

If you wish to apply for this role, please email helen.brown@hopco.com, including a covering letter, CV, salary requirements and notice period.

Interview Process

• Video call with VP Australia & NZ / or HR
• Interview with VP Australia & NZ and VP of Customer Success
• Final Call with Senior Exec