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Global Customer Success Strategy Analyst
hace 3 meses
Company Description
Who We are
Our mission is to “make the healthcare experience more human”. Docplanner is a SaaS tool for doctors and clinics used to optimize their patient flow, reduce no-shows, and digitize their practices to be able to spend more time with the patient. We also operate marketplace-websites in 12 countries which serve 62 million patients monthly to easily find the right doctor and book an appointment. Only last month 5 mln medical visits were booked via our websites. That makes us the world's leading marketplace connecting doctors and patients. We have been growing rapidly and are on a path to reach EUR 0.5 bln in ARR in the next 3-5 years
Docplanner was founded in 2012 in Poland. Our team now numbers over 2000 people based across 9 offices in Warsaw, Munich, Barcelona, Istanbul, Rome, Mexico City, Curitiba, Rio de Janeiro and Bologna. It is backed by leading venture capital funds including Point Nine Capital, Goldman Sachs Private Capital, and One Peak Partners, raising a total of €130 million to date.
“Culture eats strategy for breakfast” according to Peter Drucker. We believe in that. We’re looking for exceptional people who can help us change the world while building an amazing company.
Job Description
What makes this role exciting?
During the past few years, our company has grown immensely - we grew from a small Polish startup to a global SaaS company. During this fast growth, small local teams developed highly personalised solutions for their local operations, but now the time has come to standardise and scale our processes to a global level with quick and easy access to data and insights for all of our stakeholders.
In this role, you are contributing by...
Supporting the design and creation of the global Customer Success function of the future, relating to:
Insights (customer journey customisation, research projects, experimentation)
Productivity (product automations, operations effort optimisation and capacity utilisation)
Best practices (cross-market sharing, external expertise/benchmarks)
Independently leading data analytics and modelling with a special focus on MRR
Data queries and solid understanding of data management topics (Tableau, SQL)
Machine learning application (prediction models, clustering, decision trees etc.)
Business/financial modelling (business analysis, forecasting, budget simulations)
Supporting the execution of key strategic projects / initiatives in the markets, working hand in hand with local teams in our DP countries
Scale results/experiments from one market into global projects
Liaise with in-market stakeholders to align on project direction and status
Overall project management for selected project portfolio (monitoring, issue resolution etc.)
In this role, you’re working super closely with - and reporting directly to , our Global Head of Customer Success Strategy :)
This role is remote first and can be ideally based in Poland, Spain, Mexico or Brazil.
Qualifications
What makes you a great fit?
You have 3-5 years of professional experience
You're fluent in English (any other languages - e.g. Spanish, Portuguese, Polish etc. - are a plus)
Ideally, a Data Science, Statistics, Math/Physics, CS, Finance or similarly quantitatively oriented educational background
Technical expertise in working with large data sets:
knowledge of Tableau/ Power BI/ reporting tools - ability to edit/create dashboards
knowledge of SQL and experience in working with databases - e.g. from prior BI experience
desirable but not mandatory - knowledge and passion for data science (Python modelling experience; knowledge of the key data science algorithms: clustering, regression, decision trees, x-gradient boost, etc.)
Prior experience in business analysis and modelling will be a plus (financial models, forecasting, business performance measurement etc.)
Proven experience working with multicultural teams, demonstrated communication skills and ability to navigate within a complex organisation
Able to package insights and communicate with stakeholders/ lead working sessions with teams
Demonstrated experience in collaborating with both data engineering and product/operational teams - experience on operating and improving “live” processes
Desirable proven experience in designing and implementing advanced analytics (data preparation, feature engineering, sample management, model validation and productization)
Additional Information
The process (preliminary outline)
30 min intro call with Ainhoa (Global talent partner), followed by feedback from both sides regarding role fit :)
Complete a quantitative assessment (SHL test)
60 min interview with , our Global Head of Customer Success Strategy - your manager in this role (experience match + fit into the team)
Business exercise (a data-based problem solving task) incl. 3 days’ preparation time, followed by a 60 min presentation meeting with Felipe & to discuss your thoughts and findings
Technical fit interview with a senior engineer from our Data teams
Optional additional interview with other senior leader from our Global Team
References & Offer
Please note that we cannot currently offer sponsorship or visas for this role, so if you'd like to apply, please make sure you already have the legal right to be working and living in your country of residence. Thank you :)
Benefits
plan after six months working with us, vesting in 5 years (subject to separate ESOP agreement and plan) Gym membership (reduced price) Health Insurance paid by the company Flexible retribution plan benefits Mental health program (iFeel) 23 days of holiday per year (on top of bank holidays, plus your birthday off on top)We promote and embrace equal opportunities in our hiring process, and also every day at work. When you apply for our roles you receive equal treatment regardless of age, disabilities, gender reassignment, marital or civil partner status, pregnancy or parental status, race, colour, nationality, ethnic or national origin, religion or belief, sex, sexual orientation or any other dimension of human difference. If you require additional support in your recruitment process, we kindly encourage you to let us know. Behind those words you’re reading, there’s a person (hi) who already helped a candidate by adapting the interviews, and now we’re lucky to have this person with us. So, even if you’ve never asked for it before, may this serve as a sign that, now, you can do so. We can only truly be equal if we adapt to each other. ❤️
