Customer Success Special Projects Lead

<h3>Company Description</h3><p><strong>Who We are</strong></p><p>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!</p><p>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.</p><p>“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. One of those is the Global Data Analyst, Sales Operations.</p><h3>Job Description</h3><p><strong>Your role</strong></p><p>As Docplanner’s Global CS Special Projects Lead, you’re joining us in a crucial role co-shaping our global Customer Success organisation. </p><p>Reporting to <a href="https://pl.linkedin.com/in/konradkapeluch">Konrad</a>, Chief Customer Officer, you will be driving key projects aimed at improving our global operation. </p><p>Your role will be dynamic, project-based and shaped by our business priorities for the Customer function. </p><p><br/> Your most immediate focus will be directed at improving our customer-feedback collection processes (CSAT/NPS) as well as support in tech-stack improvements (working with tools such as HubSpot, Gong, Salesforce etc.)</p><p><strong>What you'll do:</strong></p><ul><li><p>Build the future of healthcare: You will build systems and processes for timely collection and delivery of customer insights to global Customer and Product teams, enabling us to better and faster identify and solve key problems of our users.</p></li><li><p>Take lead and have global impact: You will be collaborating with colleagues across 13 countries in EMEA and LATAM (and maybe more in the future). Your ability to inspire, persuade, energize and lead will be tested in a truly global setting, allowing you to grow as a leader and deliver meaningful and global change.</p></li><li><p>Enable our customer-centric transformation: You will be in a unique position to facilitate transformation of our Customer function with new tools and best practices. You will break silos and foster alignment across CS and Product so we can together achieve top customer outcomes</p></li><li><p>Bring order to chaos: You will co-design and implement our state-of-the art customer journey, eliminating what does not make sense today and adding what works best. </p></li></ul><p>And more: Above is just list of what is visible to us now. You will tell us what more needs to change so we can fly to new heights as Docplanner with you on board. And we’ll do it together.</p><h3>Qualifications</h3><p><strong>What will help you succeed:</strong></p><ul><li><p>Strong SaaS/marketplace business understanding and digital acumen (customer journey &amp; process improvement methods etc.)</p></li><li><p>Proven track record of working with customer feedback (e.g. NPS/CSAT) and bringing actionable insights to the business (e.g. product and/or operations improvements)</p></li><li><p>Hands-on style for quantitative and qualitative data analysis, insight generation and operational improvements</p></li><li><p>Experience in designing and implementing new processes (having done this at global scale/across multiple markets is a bonus point!)</p></li><li><p>Demonstrated ability to influence Product roadmap and align priorities between Product and Operations teams</p></li><li><p>Very good communication skills (structured, to-the-point, data and logic based); ability to prioritize and manage multiple initiatives simultaneously.</p></li><li><p>Practical knowledge of key SaaS tools will be an additional advantage (Salesforce, Gong, HubSpot, Outreach etc.)</p></li><li><p>Fluency in English; ideally also business proficiency in another “core Docplanner” language (e.g. Polish, Spanish, Portuguese)</p></li></ul><h3>Additional Information</h3><p><strong>Logistics</strong></p><p>In this role, you'll be reporting to <a href="https://pl.linkedin.com/in/konradkapeluch">Konrad</a>, our Global VP Customer Success<br/> <br/> This is a role on the Global Docplanner Team.</p><p><strong>Process of getting to know each other (preliminary)</strong></p><ol><li><p>30 min Intro call with <a href="https://www.linked