Account Manager

Hi, I’m Kaiya, the Customer Experience Manager at MedMe! I have 4+ years experience in Customer Success department development and management in SaaS companies, and 8+ years in sales and service, and have a strong passion for customer experience, optimizing processes, and innovation. I oversee MedMe Health’s Customer Success team, a team of driven leaders that ensure our product and organization is meeting and exceeding customer expectations. Our team focuses on the customer journey and ensuring satisfaction and championing opportunities to improve our customer experience.

Co-founders Purya, Nick & Rui built MedMe together after identifying the biggest problem to be existing pharmacy software built 20 years ago with the primary purpose to sell drugs . Purya was a health data scientist for the government, Nick a product engineer for the Tesla Roadster, and Rui is a Pharmacist. Our team is equally passionate about using pharmacists to provide more services for patients in the community.

We consider customer experience an essential part of our company, as we listen deeply to the needs of our pharmacies to design and build for their needs to ultimately transform pharmacies into Health Hubs. As a part of the Customer Success team, we are seeking a full-time Account Manager to represent MedMe and at the forefront of learning how our platform is being used and how we can continually improve our customer experience.

On the day-to-day, you will be working remotely and engaging directly with our pharmacies online via live chat, phone, and email to understand their unique workflows, and ensure a seamless experience using the MedMe platform. In a constantly evolving field, hearing the most pressing needs of our pharmacists on the ground is critical to shaping the future of healthcare. So, we’re looking for problem-solvers, strong communicators and collaborators to help make an impact on millions of Canadians coast-to-coast.

Our mission

MedMe is building the operating system to transform pharmacies into community health hubs. Pharmacies are increasingly doing more than just selling drugs, offering services like vaccinations, prescribing meds, and blood tests. MedMe Health builds software that helps schedule, document, and manage these services at scale.

Our clients include the two largest pharmacy chains in Canada, servicing coast-to-coast in 3500+ pharmacies across 10 provinces, serving millions of patients.

The opportunity

• You will establish relationships with customers, demonstrate empathy & understanding for their pain points and workflows, and advocate for their needs
• You will work with our customers (eg. pharmacists) to learn their pain points and troubleshoot platform issues and user functionalities
• You will participate in an agile development team by testing, writing tickets, consolidating customer feedback and contributing to feature improvement and new product development
• You will clearly and accurately respond to customer questions and requests by phone, live chat, and/or email with our fast-growing customer base
• You will provide insights based on feedback from customers with the team
• You will identify opportunities for business development in MedMe

What you bring to the table

• You thrive in fast-pace and dynamic start-up environments
• You can comfortably multitask, prioritize, and work under pressure to maintain tight deadlines
• You possess strong verbal and written communication by being able to maintain professionalism while being compassionate with a customer-first mindset
• You have strong interpersonal skills and have experience working in customer support roles
• You care deeply about attention to detail and love solving problems and delivering impact
• You are self-driven attitude and willingness to take on new projects
• You are tech-savvy and excited to dive into learning new platforms

For us, it’s less about where you graduated and much more about your passion, drive to learn, and what projects/experiences you've had in the past.

Don’t sweat it if you don’t have everything listed above. We believe in growth and curiosity. If you have some of these qualities and are excited about this opportunity, then we want to hear from you!

How We Hire MedMe is committed to a fair and equitable hiring process for all candidates. To ensure that each candidate’s journey is consistent and the selection process is unbiased, the team at MedMe will not be responding to any personal messages regarding this role or other opportunities.

The Interview Process Step 1: Phone screen with Rui Su (Co-Founder) Step 2: Virtual 60-minute interview with Rui Su (Co-Founder) and Kaiya Ham (Customer Experience Manager) Step 3: Virtual 60-minute interview with the 3 Co-Founders, Rui Su, Purya Sarmadi, and Nicholas Hui. Step 4: Conduct References. Step 5: Offer.

*Following the advice of Canadian health authorities, to mitigate the risk of potential spread of COVID-19 and support social distancing, all recruiting activities including interviews and new hire on-boarding will be conducted virtually. *

Annual Salary ranges from $70,000 - $75,000 CAD + equity

Perks at MedMe Flexible health benefit plan - Full dental, vision, physical & mental health plus health spending account Performance development support (yearly budget for courses & conferences)

Location We are fully remote in Canada, however, we like to plan on-site team retreats!

Work Hours Please note, the work hours may include some evenings and weekends.

MedMe is a proud equal opportunity workplace that is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We’re looking for motivated and compassionate people who can execute from the ground up and support the work that MedMe believes in.

MedMe is committed to developing an inclusive, barrier-free recruitment process and work environment. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.