Team Manager Customer Sucess B2B

Descrição da empresa
Docplanner builds a world-leading online practice management software for the healthcare sector in the SaaS model. We help 130,000 doctors and clinics digitize their practices and deliver exceptional patient experience in over 13 countries. We also run marketplace websites that allow 80 million patients monthly to easily find the right doctor and book an appointment.
**Our mission is to "make the healthcare experience more human".**
Docplanner was founded in 2012 in Poland. Our team today numbers over 2,200 people based in offices in 7 countries: Poland, Spain, Germany, Turkey, Italy, Mexico and Brazil.
We are backed by awesome and leading venture capital funds including Point Nine Capital, Goldman Sachs Asset Management and One Peak Partners from whom we've raised a total of €300 million to date.
We're looking for the **Team Manager Customer Sucess B2B** to join us in this super ambitious mission.
Descrição da vaga
As the Customer Success Department Manager, your primary responsibilities will be:
- Responsible for the entire Customer Success department for clinics in Brazil.
- Providing support in defining the strategy, resource allocation/budget management and being able to report to the executive team of the company.
- To formulate and improve the workflow, business standards, management system and incentive policies of customer service operations to improve operational capacity.
- Creating and managing performance goals while making strategic decisions that contribute to the organization's development.
- Continuously enhancing processes such as onboarding, engagement, retention, and upselling, with a strong focus on increasing Net Revenue Retention (NRR).
- Developing team leadership to ensure they meet their targets in a positive work environment.
- Analyzing departmental data to identify trends, areas for improvement, and opportunities for enhancing the overall customer experience.
- Cultivating relationships with other departments and stakeholders, supporting projects that these stakeholders may wish to implement within the department, and occasionally participating in client negotiations.
Qualificações
- Bachelor's degree in related field.
- Relevant experience of customer success operations.
- CRM usage/management experience (Ex: hubspot, salesforce, gainsight).
- Intermediate level of expertise in excel.
- Must be fluent in both English and Portuguese, both in speaking and writing.
- Demonstrated experience in leading sizable and diverse teams, including leadership roles.
- Strong planning and interpersonal skills as well as data-driven and detail-oriented personality.
- Strong analytical and communication skills and a hands-on mentality.
- Capable of working in a collaborative environment and leading complex operational projects.
- Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes.
- Proven experience and knowledge in effective hiring, training, coaching, and people management practices.
Informações adicionais
- Our **working hours** are from Monday to Friday, from 9 am to 6 pm;
- Need to work beyond your usual hours? We have a bank of hours for you to use these hours as time off later;
- We offer a **Meal Voucher** worth R$30.00 per day worked, but if you enjoy cooking at home, you can replace it with a **Food Voucher**, for the same amount, or even order half and half (R$15.00 -meal and BRL 15.00 food allowance per day), making life easier for those who are 100% remote or in hybrid work;
- For commuting to the office, we offer **Vale Transporte**;
- Speaking of Health, we offer** Medical, Dental and Group Life Insurance**;
- We also offer **Pharmacy Assistance**, with discounts from 10% to 70% on medicines in the accredited network;
- We offer the **iFeel** app, for emotional comfort, which combines traditional psychology with artificial intelligence, helping you on those most difficult days;
- ** SupportPass **offers free professional support and guidance in the psychological, legal, economic and social areas, providing support in those more delicate issues;
- And the fitness life? We offer **Gympass** for you and 3 dependents Because working out alone is really boring, right?
- Did you think your PET would be left out? Of course We offer **Plano Pet**, also extending care to your pet;
- ** Stock Options** - eligible after 6 months of employment (5 years grace period) - YES You become a partner of the company;
- Everyone has a birthday, right? Our present, for you, is a **Birthday Day Off**, so that you can celebrate the way you prefer, with the ones you love the most;
- We have a robust **Partnership Club**, with discounts ranging from teaching institutions, such as colleges and languages, to exclusive banking benefits;
- Our Licenses are differentiated here: in case of death of **loved ones**, we offer **10 days**; If your **PET **dies, you have **2** day

---