At DearDoc, we’re committed to supporting you at every step of your journey. From initial setup to achieving long-term goals, we understand that different stages require unique expertise. That’s why we have specialized teams—Customer Support, Growth Managers, Performance Engineers, and Launch Managers—each dedicated to helping you make the most out of DearDoc. These roles are designed to provide the right guidance and support precisely when you need it, ensuring your experience is smooth, efficient, and effective. By knowing who to reach out to, you’ll benefit from faster resolutions, more proactive guidance, and a comprehensive approach to meeting your goals. Here’s a breakdown of each team’s role and how they contribute to your success.
Launch Manager: Your Guide to Getting Started
Our Launch Managers are your primary point of contact immediately after the point of sale. They manage your entire onboarding experience — setting up all products, providing initial product training, and making sure everything goes live before you transition to your Growth Manager. They are with you from day one to ensure your practice is fully equipped and confident before handing you off.
Contact Channels:
Scheduled Meetings & High priority email/SMS
Availability: 9 AM - 6 PM ET, Monday through Friday
When to Contact Onboarding:
After initial purchase, your Launch Manager will schedule sessions to get your practice set up, live, and ready to use DearDoc features effectively. They’re there to provide training and to address any questions about setup so you and your team feel confident and ready. After setup is complete, your Growth Manager will take over to guide your journey and ensure your practice’s ongoing success with DearDoc.
Growth Managers: Your Business Success Partners
Our Growth Managers focus on your overall strategy and account performance. This includes reviewing your results, making recommendations, handling pricing and contract questions, and helping you get the most out of the platform based on your goals. Your Growth Manager is your long-term partner — proactively scheduling check-ins, business reviews, and flagging key opportunities.
Contact Channels:
Scheduled Meetings & High priority email/SMS
Availability: 9 AM - 6 PM ET, Monday through Friday
When to Contact Your Growth Manager:
If you need a strategic review, business insights, or want to explore long-term goals and product optimizations, your Growth Manager is the person to reach out to. While they don’t handle daily troubleshooting, they provide the strategic direction needed to ensure you’re on track for success with DearDoc. Your Growth Manager will also proactively reach out, so you’re never out of the loop on key updates or opportunities.
Performance Engineer (PE): Your Technical Expert
Our Performance Engineers handle the technical side of your account. This includes setup, configurations, integrations, retraining on products, and making sure everything is working as expected. If something isn't functioning correctly or needs a technical adjustment, your Performance Engineer is the person to get it resolved.
Contact Channels:
Scheduled sessions coordinated through your Support Team or Growth Manager
Availability: 9 AM - 6 PM ET, Monday through Friday
When to Contact Your Performance Engineer:
Reach out (through Support or your Growth Manager) when you need technical setup, product configuration changes, integrations, or staff retraining on a specific product. Your Support Team can schedule a training session with your PE on your behalf.
Customer Support: Your First Line of Assistance
Our Customer Support team is your front line for day-to-day assistance and troubleshooting. Think of them as the “front desk” of your practice’s DearDoc experience. This team of experienced specialists is passionate about customer service and well-versed in our products, so they can assess your issues and, if needed, determine whether escalation to your Growth Manager is the best course of action.
Contact Channels:
Phone, Email, and Live Chat
Availability: 9 AM - 6 PM ET, Monday through Friday
When to Contact Support:
Reach out to our Customer Support team whenever you have general questions, minor technical issues, or basic troubleshooting needs. Support can often resolve issues directly and quickly. If an issue requires more advanced assistance or deeper product knowledge, they’ll connect you with the right person or escalate to your Growth Manager
Quick Guide: Who to Contact and When
With these dedicated teams in place, you’re never alone in navigating your journey with DearDoc. Each team member is here to provide expertise tailored to where you are in your journey—whether it’s getting set up, achieving daily efficiency, or strategizing for long-term success.