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Customer Success Enterprise Manager
hace 2 meses
We are seeking a highly skilled and experienced Strategic Customer Success Leader to join our team at Docplanner. As a key member of our Customer Success organization, you will play a pivotal role in driving business growth and customer satisfaction.
Key Responsibilities- Lead and manage a team of 25+ employees, including 3 Team Leads, to ensure high performance and morale.
- Act as Project Manager, leading local initiatives by coordinating with internal and external stakeholders, including operations, product teams, clinic managers, and other third parties.
- Collaborate with the Head of CS to enhance team engagement and performance through effective management and motivational strategies.
- Execute and monitor the global CS Enterprise strategy locally in Spain, setting SMART objectives, and ensuring all monthly targets are achieved.
- Conduct thorough data analysis to understand customer behavior, identify churn risks, and uncover opportunities for MRR expansion.
- Develop and implement strategies for upselling and cross-selling across all Docplanner products to maximize revenue from existing customers.
- Create and maintain comprehensive reports and dashboards using Google Sheets to track key metrics and performance indicators.
- Serve as an escalation point for critical or urgent customer issues, ensuring prompt and effective resolution.
- Engage with Senior Management and various stakeholders to provide insights and recommendations based on data analysis.
- Support the quarterly budgeting and forecasting process, focusing on headcount, Customer Success revenue, and churn management.
- Minimum of 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.
- Strong analytical skills with a passion for data-driven decision-making.
- Hands-on, a doer that loves being in the details and can properly assess outsourcing vs. doing things him/herself.
- Ability to work in a fast-paced environment and meet strict deadlines.
- Autonomous and super proactive, with a strong personality and a straightforward communication style.
- Structured and detail-oriented approach to work, with a constant drive for improvement.
- 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.
