Customer Success Strategic Projects Manager

hace 1 semana

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

We are seeking a highly skilled and experienced Customer Success Strategic Projects Manager to join our Global Customer Success team at Docplanner. As a key member of our organization, you will play a crucial role in shaping our customer success strategy and driving business growth.

Key Responsibilities
  • Customer Feedback and Insights: Develop and implement processes to collect and analyze customer feedback, identifying areas for improvement and opportunities for growth.
  • Process Improvement: Design and implement new processes to enhance customer experience, streamline operations, and drive business efficiency.
  • Global Collaboration: Collaborate with cross-functional teams across 13 countries in EMEA and LATAM to drive customer success initiatives and achieve business objectives.
  • Leadership and Influence: Lead and influence stakeholders to drive change and adoption of new processes and technologies.
  • Customer Journey Optimization: Develop and implement strategies to optimize the customer journey, eliminating pain points and improving overall customer satisfaction.
Requirements
  • Strong Business Acumen: Proven understanding of SaaS/marketplace business models and digital acumen.
  • Customer Feedback Expertise: Experience working with customer feedback (e.g. NPS/CSAT) and bringing actionable insights to the business.
  • Process Improvement Skills: Hands-on experience designing and implementing new processes, with a focus on quantitative and qualitative data analysis.
  • Global Leadership: Demonstrated ability to influence and lead cross-functional teams globally, with a focus on driving business growth and customer success.
  • Communication and Collaboration: Excellent communication and collaboration skills, with the ability to prioritize and manage multiple initiatives simultaneously.
What We Offer
  • Competitive Salary and Benefits: A comprehensive compensation package, including a share options plan, gym membership, health insurance, and flexible retribution plan benefits.
  • Opportunities for Growth: A dynamic and fast-paced work environment, with opportunities for professional growth and development.
  • Diverse and Inclusive Culture: A culture that values diversity, equity, and inclusion, with a commitment to equal opportunities and a safe and respectful work environment.

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