Customer Success Manager, Medical Representative

About Zipline

Zipline is the world’s largest and most experienced drone delivery service. We are on a mission to serve all humans equally by ensuring access to food, medicine and essential goods anytime, anywhere. We design, build, and operate the world’s largest autonomous logistics system, delivering critical supplies quickly and reliably. Today, Zipline operates on four continents, makes a delivery somewhere in the world every 30 seconds, and has completed millions of deliveries to date, including blood, vaccines, medical supplies, food, and retail products.

Our customers include the world’s largest and most prominent healthcare systems, governments, retailers, restaurants and global businesses who rely on us to save lives, reduce emissions, increase economic opportunity, and provide delivery from point A to point B as fast as possible. The drone is only 15% of what we’ve built to enable seamless, reliable, global operations.

Our system strengthens supply chains, reduces congestion, and gives people time back. With more than 140 million commercial autonomous miles safely flown, Zipline is redefining access to healthcare, consumer products, and food across the globe.

We operate at a global scale and are looking for practical problem solvers who thrive on real-world challenges and rapid growth. Our team is motivated by building systems that have a direct, meaningful impact on people’s lives and by scaling the future of logistics. We are seeking people who sculpt from first principles, enjoy facing adversity, and can do the impossible at record breaking speeds.

About You and The Role

The Customer Success Manager (Medical Representative) is the person who builds trust between us and the medical community of the assigned oblast every day. Your clients are family doctors, nurses and heads of outpatient clinics - their decision determines whether a patient receives medication in their own village the same day, or has to travel tens of kilometres to the city for it.

You will work independently and with a high degree of ownership: you plan your own routes and priorities and you own the result in your region, while working closely with the operations team, our pharmacy partner and our clients - the staff of partner healthcare facilities.

What You'll Do

Client retention and growth

• Regular client communication - weekly contact (calls and visits) with every nurse and family doctor in the assigned area.
• No client goes silent - systematic follow-up so that no client is left without contact; early detection of facilities that have stopped ordering and returning them to active status.
• Training and support - explaining how to submit an order for medicines, vaccines or blood to us quickly and correctly, supporting first orders, and removing operational barriers.

Expanding coverage

• Onboarding new facilities - identifying and activating new healthcare facilities and family doctors in the region, and supporting them through to their first order.
• Supply chain mapping - mapping the facility network, patient flows and delivery points; proposing expansions of the service area.
• Creative initiatives - developing and running initiatives (promotions, information materials, local events, educational activities) that shift the doctor’s behaviour in favour of the patient.

Partnerships and stakeholders

• Relationships with key stakeholders - building and maintaining relationships with the leadership of municipal healthcare enterprises (KNPs), oblast and rayon healthcare departments, pharmacy partners and communities.
• Representing the client inside the company - translating client needs into clear operational tasks for the operations team.
• Communicating progress and impact - contributing to communication of programme results to partners and public authorities; preparing materials, presentations and key analytics.

Data, reporting and quality

• Client record keeping - daily and weekly maintenance of client, visit, order and status data in the company’s trackers.
• Regional performance analysis - regular analysis of order dynamics by client, identifying causes of decline and building an action plan for the next period.
• Feedback and service quality - logging complaints, order transmission issues and similar; escalating to the operations team and following through to resolution.

What You'll Bring

Required

• Full professional proficiency in Ukrainian, spoken and written;
• 2+ years of experience as a medical representative, customer success manager or regional manager in the pharmaceutical, medical or an adjacent sector;
• Understanding of the Ukrainian healthcare system: primary and secondary levels of care - municipal healthcare facilities and their units, and the role of the family doctor and nurse;
• Experience working independently in the field, planning your own routes and visits;
• The ability to work with data: analysing your region’s performance, maintaining trackers, preparing reports;
• Category B driving licence and willingness to travel regularly across the oblast;
• The right to work in Ukraine.

Preferred

• Experience with the state program “Affordable Medicines” programme and/or the electronic healthcare system (eHealth/ESOZ);
• Education in pharmacy, medicine or public health;
• Experience engaging local authorities, healthcare departments, international organisations or charitable foundations;
• Knowledge of the rules governing the circulation of medicines, storage requirements and patient safety;
• Experience launching new products or services in a region from scratch.

Personal qualities

• Entrepreneurial mindset and readiness to take full ownership of results in your region;
• Systems thinking - the ability to see the connection between an interaction with a single doctor and the outcome of the whole programme;
• Strong communication skills and the ability to speak with audiences of varying levels of pharmaceutical and medical knowledge;
• Ability to turn data into compelling insights and stories that stakeholders understand;
• Proactivity, structure and attention to detail;
• High aptitude for learning and picking up technical tools quickly.

What else you need to know

We encourage veterans to apply. Your experience and skills are valuable to our team.

Zipline is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws or our own sensibilities.

We value diversity at Zipline and welcome applications from those who are traditionally underrepresented in tech. If you like the sound of this position but are not sure if you are the perfect fit, please apply!