Vaga de Team Manager Customer Success B2B
1 vaga: | Publicada em 17/05
- A Combinar
Sobre a vaga
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 weve
raised a total of ¬300 million to date.
Were looking for the Team Manager Customer Sucess B2B to join us in this super
ambitious mission.
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 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
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$600 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,