Senior Customer Success Manager

hace 2 semanas

Barcelona, Barcelona, España Docplanner A tiempo completo
Job Description

**Job Summary**

We are seeking a highly skilled and experienced Senior Customer Success Manager to join our team at Docplanner. As a key member of our Customer Success organization, you will be responsible for leading and managing a team of Customer Success Managers, driving business growth, and ensuring customer satisfaction.

Key Responsibilities:

  1. Team Leadership: Lead and manage a team of Customer Success Managers, providing guidance, coaching, and development opportunities to ensure high performance and morale.
  2. Business Growth: Develop and execute strategies to drive business growth, including upselling and cross-selling across all Docplanner products, to maximize revenue from existing customers.
  3. Customer Success: Collaborate with customers to understand their needs, develop tailored solutions, and ensure customer satisfaction, resulting in high retention rates and positive customer feedback.
  4. Data Analysis: Conduct thorough data analysis to understand customer behavior, identify churn risks, and uncover opportunities for growth, using tools such as Google Sheets and CRM systems.
  5. Reporting and Dashboards: Create and maintain comprehensive reports and dashboards to track key metrics and performance indicators, providing insights and recommendations to senior management.
  6. Escalation and Support: Serve as an escalation point for critical or urgent customer issues, ensuring prompt and effective resolution, and providing support to customers and internal stakeholders.
  7. Stakeholder Management: Engage with senior management and various stakeholders to provide insights and recommendations based on data analysis, and support the quarterly budgeting and forecasting process.

Qualifications:

  1. Experience: Minimum of 3 years of experience in Customer Success, with a proven track record of driving business growth and customer satisfaction.
  2. Skills: Exceptional proficiency in Google Sheets, CRM systems, and data analysis, with a strong focus on metrics related to customer churn and growth.
  3. Soft Skills: Strong analytical skills, hands-on approach, ability to work in a fast-paced environment, and a structured and detail-oriented approach to work.

Preferred Traits:

  1. Team Player: Enjoy working in a team environment, participating in team events, and contributing to a positive and inclusive team culture.
  2. Adaptability: Open-minded and adaptable, with a positive attitude and a willingness to learn and grow with the company.

What We Offer:

  • Competitive Salary: A competitive salary package that reflects your skills and experience.
  • Hybrid Work Model: A flexible work arrangement that balances remote work with in-office collaboration and team building.
  • Private Health Plan: A comprehensive private health plan that supports your physical and mental well-being.
  • Professional Development: Opportunities for professional growth and development, including training, mentorship, and career advancement.

Equal Opportunities:

We are committed to equal opportunities and diversity in our hiring process and workplace. We welcome applications from all qualified candidates, regardless of age, disability, gender, marital status, nationality, race, religion, or any other characteristic.

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