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Team Manager Customer Success B2B

3 meses atrás

Curitiba, Paraná, Brasil Docplanner Tempo inteiro

Descrição da empresa

Do you want to work on the largest healthcare platform in the WORLD?

We are Doctoralia, a Docplanner Group company, present in 13 countries , responsible for serving more than 55 million patients and processing more than 15 million appointments per month

We currently have more than 2 million healthcare professionals in our database, totaling approximately 10 million patient evaluations to date.

Our mission is to make the healthcare experience more human.

Through a diverse range of services, we are able to serve different audiences: our marketplace, which allows patients to schedule and evaluate appointments and doctors at any time of the day or night; and our SaaS system (Software as a Service) aimed at optimizing office management, patient flow and online bookings. All this through an internet platform and our iOS/Android apps.

Descrição do emprego

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

Bachelors 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$15.00 -meal and BRL 15.00 food allowance per day), making life easier for those who are % remote or in hybrid work; For commuting to the office, we offer Vale Transporte ; Speaking of Health, we offer Medical, Dental and Group Life Insurance ; We also offer Pharmacy Assistance , with discounts from 10% to 70% on medicines in the accredited network; We offer the iFeel app, for emotional comfort, which combines traditional psychology with artificial intelligence, helping you on those most difficult days; SupportPass offers free professional support and guidance in the psychological, legal, economic and social areas, providing support in those more delicate issues; And the fitness life? We offer Gympass for you and 3 dependents Because working out alone is really boring, right? Did you think your PET would be left out? Of course We offer Plano Pet , also extending care to your pet; Stock Options - eligible after 6 months of employment (5 years grace period) - YES You become a partner of the company; Everyone has a birthday, right? Our present, for you, is a Birthday Day Off , so that you can celebrate the way you prefer, with the ones you love the most; We have a robust Partnership Club , with discounts ranging from teaching institutions, such as colleges and languages, to exclusive banking benefits; Our Licenses are differentiated here: in case of death of loved ones , we offer 10 days ; If your PET dies, you have 2 days. Married :? 7 days of rest Did the baby arrive? We offer 30 days for Dad and 6 months for Mom; Did you like working here? Then refer a friend or relative We love having family and friends around Our New Warriors Referral Program offers up to R$ per person who stays with us for more than 6 months.

Process Steps:

Resume review : at this first step we analyze your resume according to the requirements for the role; Talent Acquisition Interview : the focus of this stage is the assessment by skills and cultural fit, as well as an opportunity for you to learn more about the company; Tests : SHL Numerical Test and Solides; Interview with the Hiring Manager : to further assess your professional experience and technical skills. The leader will also be able to answers more of your questions about the position; Business Case : here we will check more of your knowledge and creativity; Interview with Global Department Head;

We provide feedback at all stages,