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Doctolib is seeking a Key Account Manager Lead for its Medical Imaging cluster in Paris. Medical imaging is at the intersection of patient care pathways—screening, diagnosis, patient monitoring, and coordination among healthcare professionals—and represents a strategic, rapidly transforming sector facing major challenges in care access, operational efficiency, and patient experience.
In this role, you will lead strategic imaging accounts and support their leadership teams in adopting Doctolib's solutions (including Patient Intake, Phone Assistant, and partnerships with Momentum and WiiS) to improve performance and transform patient journeys. Beyond portfolio management, you will serve as a key coordinator between clients and Doctolib's Product, Tech, Operations, and Customer Success teams. As a Lead, you will be a reference point for the team on product, process, and tools topics, and will contribute to developing other KAMs without direct management responsibility.
Key Responsibilities:
- Manage the cluster's most strategic accounts: own relationships, satisfaction, and performance for major imaging groups in France; build account plans by organization (client strategy, decision-maker mapping, business priorities, development roadmap); develop trust with C-level contacts and lead business reviews and steering committees; identify expansion and upsell opportunities; anticipate churn risks and convert dissatisfaction into concrete action plans.
- Improve performance and accelerate adoption of new services: track KPIs by group and site (product usage, adoption, activity, satisfaction, NPS, renewal, development potential); use internal data and dashboards to identify trends, performance gaps, and weak signals; build action plans with clients and coordinate implementation with Deployment and Tech teams; surface new use cases to enhance patient experience and operational efficiency.
- Serve as product, process, and team reference: centralize and structure customer voice, qualify bugs and feature requests, ensure follow-up with Product, Tech, and Operations teams; contribute to prioritization, testing, and deployment of product improvements to clients.
- Structure and improve team practices: be the reference on management tools and processes (CRM, dashboards, account plans, business reviews); improve data quality and operational efficiency, including through AI.
- Support collective skill development: be a resource for other KAMs, lead certain routines, contribute to onboarding and best-practice sharing; participate in cross-functional projects prioritized for the Imaging cluster.
Requirements:
- Significant experience in account management, customer success, or strategic B2B sales, ideally in SaaS, HealthTech, MedTech, or healthcare environments.
- Experience managing complex, multi-site, or strategic accounts with long decision cycles.
- Comfort engaging with C-level stakeholders and ability to develop a portfolio, secure renewals, and identify expansion opportunities.
- Strong data culture and proficiency managing projects with cross-functional teams.
Desirable Qualifications:
- Influence-based leadership and ability to structure and lead a team without direct hierarchical authority.
- Understanding and ability to qualify product or technical issues and translate them into client and business impact.
- Proactivity, autonomy, and results orientation.
- Active curiosity about Data and AI topics.
