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Doctolib is seeking a Senior Manager for Customer Engineering to lead two teams (15–20 people total) responsible for technical integration and data migration. You will manage 1–2 Team Managers and individual contributors, overseeing the complete technical integration lifecycle for healthcare clients: API and telephony solution implementation, and data migration from legacy systems to Doctolib.
Key Responsibilities:
- Manage and develop Team Managers and individual contributors, building their managerial and technical capabilities (data, API integration, AI).
- Ensure optimal delivery across Tech Implementation and Data Migration Engineering: team structuring, objective tracking, capacity planning, and complex escalation management.
- Drive and continuously improve key delivery KPIs (time-to-go-live, migration success rates, data quality, post-integration client satisfaction) and lead structural transformations (automation, AI integration).
- Collaborate strategically with Sales, Account Management, Partnerships, Product, and Engineering teams to influence roadmap and optimize sales and deployment cycles.
- Industrialize the ability to deliver customized solutions for demanding clients, making custom engineering a lever for satisfaction and growth.
- Contribute to Customer Engineering strategy and ensure operational oversight: reporting, budget management, recruitment, and onboarding of key profiles.
Team Missions:
Tech Implementation: Lead deployment projects for API connectors and telephony integrations (Phone Assistant), from technical audit to production. Provide technical support to clients and IT partners, ensure quality and timelines, and industrialize implementation processes. Contribute with Product & Engineering to connector and integration tool evolution.
Data Migration Engineering: Lead migration of patient, appointment, and clinic/financial data from legacy systems (PRM and C&F). Progressively automate imports, develop custom solutions for complex cases, and ensure data quality, completeness, and compliance.
Both teams actively use generative AI and develop proprietary tools to accelerate delivery and improve quality.
Requirements:
- Minimum 7 years of team management experience, including management of managers, plus at least 3 years in a technical operational role (implementation, client integration, ETL-type data migration, or technical professional services), ideally in B2B SaaS environments.
- Demonstrated experience scaling or transforming technical teams in client-facing roles (scaling, industrialization, process improvement, restructuring).
- Proven strategic collaboration with Sales, Account Management, Product, and Engineering teams.
- Prioritize client success and delivery quality; communicate effectively with all stakeholder types (technical and non-technical, internal and external).
- Solid understanding of API challenges and data manipulation/quality issues in ETL-type migration projects; excellent English proficiency (C1 minimum, written and spoken).
Nice-to-Have:
- Direct experience with VoIP telephony integration projects or building custom solutions/solution engineering services.
- Active use of GenAI tools (ChatGPT, Claude, Copilot, etc.) to improve personal and team productivity; experience with process automation (scripting, low-code, Jira, Slack).
- Management of multi-functional teams, distributed or international teams, or experience in healthcare or highly regulated product sectors.
