Customer Success Projects Manager

hace 4 semanas

Barcelona, Barcelona, España jameda GmbH A tiempo completo

About Us

At jameda GmbH, our vision is to enhance the healthcare experience for everyone. We provide a comprehensive SaaS platform designed for healthcare professionals and clinics, aimed at streamlining patient management, minimizing appointment cancellations, and digitizing workflows to allow practitioners to focus more on patient care. Our marketplace operates in multiple countries, connecting millions of patients with the right healthcare providers, facilitating seamless appointment bookings.

Founded with a commitment to innovation, our team has grown significantly, and we are proud to be supported by prominent venture capital firms, enabling us to expand our reach and impact in the healthcare sector.

Your Role

As the Customer Success Projects Manager at jameda GmbH, you will play a pivotal role in shaping our global Customer Success strategy.

Reporting directly to the Chief Customer Officer, you will spearhead essential initiatives aimed at enhancing our operational efficiency.

Your responsibilities will be dynamic and project-oriented, aligned with our strategic priorities within the Customer Success domain.

Your immediate focus will involve refining our customer feedback mechanisms (CSAT/NPS) and supporting enhancements to our technology stack, collaborating with tools such as HubSpot, Gong, and Salesforce.

Key Responsibilities:

  • Innovate Healthcare Solutions: You will develop systems and processes for the timely collection and dissemination of customer insights to our global Customer and Product teams, enabling us to swiftly identify and address user challenges.
  • Lead with Global Influence: Collaborating with colleagues across various regions, your leadership skills will be essential in inspiring and energizing teams to drive meaningful change on a global scale.
  • Facilitate Customer-Centric Transformation: You will be uniquely positioned to drive the evolution of our Customer Success function through the implementation of new tools and best practices, fostering collaboration between Customer Success and Product teams.
  • Streamline Customer Journeys: You will co-create and execute a refined customer journey, eliminating inefficiencies and integrating effective solutions.

Additionally, your insights will guide us in identifying further enhancements necessary for our growth and success.

Qualifications for Success:

  • Strong understanding of SaaS and marketplace dynamics, with a focus on customer journey and process optimization.
  • Proven experience in leveraging customer feedback (e.g., NPS/CSAT) to drive actionable business improvements.
  • Hands-on expertise in quantitative and qualitative data analysis, generating insights for operational enhancements.
  • Experience in designing and implementing processes on a global scale is advantageous.
  • Ability to influence product development and align priorities between Product and Operations teams.
  • Excellent communication skills, with a structured and data-driven approach; adept at managing multiple initiatives concurrently.
  • Familiarity with key SaaS tools is a plus (Salesforce, Gong, HubSpot, Outreach, etc.).
  • Fluency in English is required; proficiency in additional languages relevant to our operations is preferred.

Logistics

This position reports to the Global VP of Customer Success.

Our Hiring Process:

  1. Initial introductory call to discuss role fit.
  2. Assessment of numerical reasoning skills.
  3. Interview with the Chief Customer Officer.
  4. Business exercise with preparation time and presentation.
  5. Final interview with another leader from Operations or Product.
  6. Reference checks and offer discussion.

Benefits:

  • Equity options plan after a designated period of employment.
  • Discounted gym membership.
  • Comprehensive health insurance coverage.
  • Flexible benefits plan.
  • Mental health support program.
  • Generous holiday allowance, in addition to public holidays.

We are committed to fostering an inclusive workplace and encourage applications from individuals of all backgrounds. We value diversity and strive to create an environment where everyone can thrive.

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