Customer Success Enterprise Manager

hace 6 días

Barcelona, Barcelona, España Doctoralia España A tiempo completo
About the Role

We are seeking a highly skilled and experienced Enterprise Customer Success Manager to join our team at Doctoralia España. As a key member of our Customer Success organization, you will be responsible for leading and managing a team of 25+ employees, including 3 Team Leads, to ensure high performance and morale.

Key Responsibilities
  • Team Leadership: Lead and manage a high-performing team of Customer Success professionals, providing guidance, coaching, and development opportunities to ensure team members achieve their full potential.
  • Strategic Planning: Collaborate with the Head of CS to develop and execute the global CS Enterprise strategy locally in Spain, setting SMART objectives and ensuring all monthly targets are achieved.
  • Data Analysis: Conduct thorough data analysis to understand customer behavior, identify churn risks, and uncover opportunities for MRR expansion.
  • Upselling and Cross-Selling: Develop and implement strategies for upselling and cross-selling across all Docplanner products to maximize revenue from existing customers.
  • Reporting and Dashboards: Create and maintain comprehensive reports and dashboards using Google Sheets to track key metrics and performance indicators.
  • Critical Issue Resolution: Serve as an escalation point for critical or urgent customer issues, ensuring prompt and effective resolution.
  • Stakeholder Engagement: Engage with Senior Management and various stakeholders to provide insights and recommendations based on data analysis.
  • Quarterly Budgeting and Forecasting: Support the quarterly budgeting and forecasting process, focusing on headcount, Customer Success revenue, and churn management.
Requirements
  • Minimum 3 years of experience in Customer Success, with experience working in the field of Business Intelligence or related experience.
  • Proven experience in data analysis, with a strong focus on metrics related to Customer Churn and MRR Expansion.
  • Exceptional proficiency in Google Sheets, including advanced formulas, graphs, pivot tables, and data visualization.
  • Experience with CRM systems, indicators, and dashboard creation.
  • Proven experience in working with SaaS products and services.
  • Advanced English proficiency (C2 level).
  • University degree is desirable.
Preferred Traits
  • Strong analytical skills with a passion for data-driven decision-making.
  • Hands-on and detail-oriented approach to work, with a constant drive for improvement.
  • Ability to work in a fast-paced environment and meet strict deadlines.
  • Autonomous and proactive, with a strong personality and a straightforward communication style.
  • Enthusiastic about customer success and leveraging technology to enhance customer experiences.
  • Ability to internalize company values and lead by example.
  • Open to innovative ideas and creative solutions for enhancing team efficiency and customer satisfaction.

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