Senior Manager Customer Engineering - Paris/Nantes

Your responsibilities include, but are not limited to :

• Manage and develop 1 to 2 Team Managers as well as a team of individual contributors directly, ensuring their development in management and technical skills (data, API integration, AI).
• Ensure optimal delivery across the entire Tech Implementation & Data Migration Engineering scope: team structuring, goal tracking, capacity management and handling of complex escalations.
• Continuously monitor and improve key delivery KPIs (time-to-go-live, migration success rate, data quality, post-integration client satisfaction) and lead structural transformations (automation, integration of AI).
• Collaborate strategically with the Sales, Account Management, Partnerships, Product and Engineering teams to influence the roadmap and optimise the sales and deployment cycle.
• Industrialise the capability to deliver bespoke solutions for the most demanding clients and make custom engineering a lever for satisfaction and growth.
• Contribute to the Customer Engineering strategy and ensure the operational management of the scope: reporting, budget management, recruitment and onboarding of key profiles.

You will work with:

• Healthcare professionals and their IT teams, partner software publishers and telephony providers
• Internal Sales, Account Management, Partnerships, Product Support, Product & Engineering teams (I/O, Phone Assistant)
• The other Customer Engineering teams in France, Germany and Italy

The missions of your teams:

Tech Implementation

• Lead the deployment projects for API connectors and telephony integrations (Phone Assistant), from technical audit to go-live
• Provide technical support to clients and IT service providers, ensure quality and deadlines, and industrialise implementation processes
• Contribute with Product & Engineering to the evolution of connectors and integration tools

Data Migration Engineering

• Lead the migration of patient, appointment and clinical/financial data from legacy software (PRM and C&F)
• Progressively automate imports, develop custom solutions for complex cases and ensure the quality, completeness and compliance of migrated data

The qualities expected of a Senior Manager, Customer Engineering

• Have at least 7 years of team management experience, including managing managers, as well as at least 3 years in a technical operational role (implementation, client integration, ETL-type data migration or technical professional services), ideally in a B2B SaaS environment.
• Have supported the growth or transformation of technical teams in contact with clients (scaling, industrialisation, process improvement, restructuring).
• Have demonstrated experience of strategic collaboration with Sales, Account Management, Product and Engineering teams.
• Make client success and delivery quality non-negotiable priorities, and know how to prioritise and communicate effectively with all types of stakeholders (technical and non-technical, internal and external).
• Have a solid understanding of API challenges and of data handling and quality issues on ETL-type migration projects, as well as an excellent level of English, written and spoken (C1 minimum).

• Have direct experience in VoIP telephony integration projects or in building a custom solutions / solution engineering function.
• Actively use GenAI tools (ChatGPT, Claude, Copilot, etc.) to improve your productivity and that of your teams, and have experience in process automation (scripting, low-code, Jira, Slack).
• Have managed teams covering several sub-activities, distributed or international teams, or have experience in the healthcare sector or in highly regulated products.

• An advantageous supplementary health insurance fully covered by Doctolib (basic scheme) for employees and their children
• 25 days of paid leave and 12 to 14 days of RTT per year
• A free mental health programme and personalised coaching with our partner Moka.care
• Up to 10 days per year of remote working from abroad
• Meal vouchers worth €8.50 per day, of which €4.50 is covered by Doctolib
• Membership of Doctolib's value-sharing plan, called DoctoGrowth
• A comprehensive 3-month onboarding programme including the Doctolib Academy and various training (languages, soft skills, technical skills)
• A works council subsidy for partial reimbursement of memberships to sports or leisure activities
• 50% reimbursement of public transport subscriptions
• ParentCare programme: benefit from birth leave covered by Doctolib at 100% for the first month and 75% for the second month
• For employees with disabilities or caregivers, a package including adapted remote working, paid absence days for medical appointments and enhanced psychological support
• Relocation assistance in case of international mobility

• Phone screen : A 45-minute conversation to discover your background, your motivations and assess the match between your skills and our needs.
• Case study : A practical exercise to prepare independently over one week.
• Case study presentation + management interview : A 1.5-hour session with the Head of Customer Engineering and a Customer Engineering Manager to explore your skills and vision in more depth.
• Cross interview : A 1-hour conversation with a Tech Manager and an Account Management Manager to assess cross-functional synergies.
• Final interview : A 1-hour conversation with the Director of Customer Care.

• Permanent contract (CDI)
• Full-time
• Paris or Nantes (preferred) - relocation package available
• Start date: as soon as possible
• Compensation: fixed salary and quarterly variable pay based on objectives