Global Customer Success Strategy Analyst

Company Description

Who We are

Our mission is to “make the healthcare experience more human”. Docplanner is a SaaS tool for doctors and clinics used to optimize their patient flow, reduce no-shows, and digitize their practices to be able to spend more time with the patient. We also operate marketplace-websites in 12 countries which serve 62 million patients monthly to easily find the right doctor and book an appointment. Only last month 5 mln medical visits were booked via our websites. That makes us the world's leading marketplace connecting doctors and patients. We have been growing rapidly and are on a path to reach EUR 0.5 bln in ARR in the next 3-5 years!

Docplanner was founded in 2012 in Poland. Our team now numbers over 2000 people based across 9 offices in Warsaw, Munich, Barcelona, Istanbul, Rome, Mexico City, Curitiba, Rio de Janeiro and Bologna. It is backed by leading venture capital funds including Point Nine Capital, Goldman Sachs Private Capital, and One Peak Partners, raising a total of €130 million to date.

“Culture eats strategy for breakfast” according to Peter Drucker. We believe in that. We’re looking for exceptional people who can help us change the world while building an amazing company. 

Job Description

What makes this role exciting?

During the past few years, our company has grown immensely - we grew from a small Polish startup to a global SaaS company. During this fast growth, small local teams developed highly personalised solutions for their local operations, but now the time has come to standardise and scale our processes to a global level with quick and easy access to data and insights for all of our stakeholders.

In this role, you are contributing by...

• Supporting the design and creation of the global Customer Success function of the future, relating to:

  • Insights (customer journey customisation, research projects, experimentation)

  • Productivity (product automations, operations effort optimisation and capacity utilisation)

  • Best practices (cross-market sharing, external expertise/benchmarks)

• Independently leading data analytics and modelling with a special focus on MRR

  • Data queries and solid understanding of data management topics (Tableau, SQL)

  • Machine learning application (prediction models, clustering, decision trees etc.)

  • Business/financial modelling (business analysis, forecasting, budget simulations)

• Supporting the execution of key strategic projects / initiatives in the markets, working hand in hand with local teams in our DP countries

  • Scale results/experiments from one market into global projects

  • Liaise with in-market stakeholders to align on project direction and status

  • Overall project management for selected project portfolio (monitoring, issue resolution etc.)

In this role, you’re working super closely with - and reporting directly to Felipe, our Global Head of Customer Success Strategy :)

This role is remote first and can be ideally based in Poland, Spain, Mexico or Brazil.

Qualifications

What makes you a great fit?

• You have 3-5 years of professional experience

• You're fluent in English (any other languages - e.g. Spanish, Portuguese, Polish etc. - are a plus!)

• Ideally, a Data Science, Statistics, Math/Physics, CS, Finance or similarly quantitatively oriented educational background

• Technical expertise in working with large data sets:

  • knowledge of Tableau/ Power BI/ reporting tools - ability to edit/create dashboards

  • knowledge of SQL and experience in working with databases - e.g. from prior BI experience

  • desirable but not mandatory - knowledge and passion for data science (Python modelling experience; knowledge of the key data science algorithms: clustering, regression, decision trees, x-gradient boost, etc.)

• Prior experience in business analysis and modelling will be a plus (financial models, forecasting, business performance measurement etc.)

• Proven experience working with multicultural teams, demonstrated communication skills and ability to navigate within a complex organisation

• Able to package insights and communicate with stakeholders/ lead working sessions with teams

• Demonstrated experience in collaborating with both data engineering and product/operational teams - experience on operating and improving “live” processes

• Desirable proven experience in designing and implementing advanced analytics (data preparation, feature engineering, sample management, model validation and productiza