Enterprise Customer Success Manager

Descripción de la empresa

We are the world’s biggest healthcare platform on the market. Our mission is making the healthcare experience more human and we need your help to do so.

Due to our rapid growth, the Clinics branch of our Customer Success Team is becoming more important and requires greater focus to drive customer loyalty. Do you want to be part of the success of our CS Team and lead them in giving the best experience to our clients?

We can’t wait to hear from you if you feel like taking this challenge, apply and start your next step in your career.

Descripción del empleo

What you will be dedicating yourself to:

• Leading a department of 20+ employees including 3 Team Leads
• Collaborating with our Head of CS to make CS Clinics “the place to be” - contributing to high team morale, supporting hirings and executing our stringent performance management approach following our company values 
• Implementing and executing our CS global strategy, applying your know-how and external perspective.
• Monitoring the implemented processes, setting SMART objectives and ensuring all monthly targets are met or exceeded. 
• Analysing current workflows to identify opportunities for improving your team’s efficiency. Be creative and think big! 
• Creating and implementing “Upselling'' and “Cross-Selling'' strategies across all Docplanner products to increase revenue streams from existing customers.
• Developing policies to make our team self-sufficient and serve as an escalation point only for the most critical or urgent customer issues.
• Participating in virtual and face to face meetings with customers to offer guidance to the CS representative and adding value to conversations and our customers.
• Engaging with the Senior Management Team to consult on product and process changes, and represent the CS Clinic team during weekly leadership team meetings as well as with global stakeholders
• Leading and implementing local initiatives by coordinating internal and external stakeholders such as operations and product teams, clinics managers, clinic staff, and other third parties.
• Supporting quarterly budgeting and forecasting process including headcount, CS Revenue and Churn.

Requisitos

Hard skills required:

• Minimum of 5 years of experience in CS Team Management.
• Experience in managing teams, ideally as a manager of managers.
• Proficient in Google Sheets / Excel (master formulas, graphs, etc.) is a must.
• Having strong experience working with CRM, Indicators, and Dashboards.
• Deep knowledge of SaaS products and services.
• Advanced in English (minimum C1 level required).
• University degree is desirable

Soft Skills:

• Ability to work in a fast-paced environment and meet strict deadlines
• Passionate about customer success and making life simpler with technology
• Analytical mindset with a desire to improve efficiency and workflows
• Structured and always eager to improve the way you work
• Great communication skills and ability to collaborate with other departments and headquarters
• You care about people and are fun to work with
• Being able to internalise our company values and lead by example
• Autonomy & proactivity - you leap into action, not instruction
• Strong personality - we don't like politics, if you don't like something, you say it while suggesting a better alternative

It’s a plus if…

• Love organising and taking part in afterworks
• Know how to change beer kegs in the office
• Are open minded about karaoke :)

Información adicional

What do we offer?

• 💶 Competitive salary
• ⚕️ Private health plan insurance with Adeslas
• 23 days holidays + your birthday day free
• Wellness pack: 💪Andjoy & Ifeel
• Free English/Spanish classes
• 📈 Share options plan after 6 months working with us
• Hybrid working model

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Responsable: DOCTORALIA INTERNET, S.L Finalidad: para gestionar la solicitud de empleo y para poder contactar con los candidatos cuando contemos con un puesto que se adecúen a sus aptitudes.
Legitimación: base legal de interés legítimo.
Destinatarios: el Responsable y otras empresas del grupo DocPlanner, y encargados externos del tratamiento de datos personal solo para finalidades indicadas.
Derechos: acceso, rectificación y supresión de los datos, así como otros derechos expresados en nuestra política de privacidad.