Customer Success Enterprise Manager

hace 5 días

Barcelona, Barcelona, España Docplanner A tiempo completo

Role Overview: As a Strategic Customer Growth Leader with a strong focus on data-driven decision-making, you will play a pivotal role in understanding and leveraging metrics, specifically Customer Churn and Monthly Recurring Revenue (MRR) Expansion. You will utilize your expertise in business intelligence and synthesis to develop and implement strategies aimed at reducing preventable churn and identifying opportunities for upselling and cross-selling based on customer needs and potential demands. Your exceptional proficiency in data analysis and reporting will be critical in driving our business initiatives.

Key Responsibilities:
  1. Team Leadership: Lead and manage a team of 25+ employees, including 3 Team Leads reporting to you, ensuring high performance and morale.
  2. Project Management: Act as Project Manager leading local initiatives by coordinating with internal and external stakeholders, including operations, product teams, and other third parties.
  3. Strategic Alignment: Collaborate with the Head of Customer Success to enhance team engagement and performance through effective management and motivational strategies.
  4. Global Strategy Execution: Execute and monitor the global Customer Success Enterprise strategy locally in Spain, setting SMART objectives, and ensuring all monthly targets are achieved.
  5. Data Analysis: Conduct thorough data analysis to understand customer behavior, identify churn risks, and uncover opportunities for MRR expansion.
  6. Upselling and Cross-Selling: Develop and implement strategies for upselling and cross-selling across all Docplanner products to maximize revenue from existing customers.
  7. Reporting and Dashboarding: Create and maintain comprehensive reports and dashboards using data analysis tools to track key metrics and performance indicators.
  8. Critical Issue Resolution: Serve as an escalation point for critical or urgent customer issues, ensuring prompt and effective resolution.
  9. Stakeholder Engagement: Engage with Senior Management and various stakeholders to provide insights and recommendations based on data analysis.
  10. Quarterly Planning: Support the quarterly budgeting and forecasting process, focusing on headcount, Customer Success revenue, and churn management.
Requirements:
  1. Business Intelligence Experience: Minimum of 3 years of experience in Customer Success; experience working in the field of business intelligence or related experience is a clear plus.
  2. Data Analysis Expertise: Proven experience in data analysis, with a strong focus on metrics related to Customer Churn and MRR Expansion.
  3. Technical Skills: Exceptional proficiency in data analysis and reporting tools, including Google Sheets and CRM systems.
  4. Soft Skills: Strong analytical skills with a passion for data-driven decision-making, ability to work in a fast-paced environment, and meet strict deadlines.

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