Customer Success Operations Analyst

With a global mission to “make the healthcare experience more human”, Docplanner Group is the world's biggest healthcare platform, serving patients and the healthcare ecosystems across 13 countries in Europe and LATAM.

We create digital apps and software solutions for doctors, clinics, hospitals, and patients to enable the healthcare ecosystem and the patient journey to work together more seamlessly. With free doctor reviews and instant online appointment booking for patients through its online marketplaces, Docplanner has a network of almost 2 million healthcare professionals, serves over 260,000 customers globally, and operates in 13 countries in Europe and LATAM. Doctors and clinics count on Docplanner to facilitate scheduling, booking, communication and payments for millions of patients a month. Through its innovative and user-friendly software, doctors and clinics can optimize patient flows, reduce costly no-shows, and completely digitize their practices - all resulting in valuable time savings that can instead be used to improve patient outcomes and experiences. Via its TuoTempo brand, we also offer a more sophisticated suite of optimization products for large healthcare institutions.

We built Medical Practice Management Software as a SaaS. We help 260,000 doctors and clinics focus on treating patients and delivering an exceptional patient experience. We also run a service that allows 80 million patients monthly to easily find the right doctor, and we currently have 19 million bookings per month coming online or through our software.
Our global team of 2,700 across offices in Warsaw, Istanbul, Rome, Barcelona, Mexico City, Bogotá, Curitiba, Rio, Munich and Berlin makes this happen. <3

We're funded by some leading VCs - Goldman Sachs, One Peak Partners, Point Nine and Target Global - and so far we have raised over €450m. Currently, we're on around €180m ARR (60% yoy growth) and already reach profitability to growth in the first half of 2025!

In your role, you will be in charge of helping the CS structure to achieve its results in the following way:

• Create useful reports to analyze business metrics;

• Provide insights to the CS structure for analysis and decision-making;

• Interpretation of the different KPIs of the business & action plans required for improvements in the area;

• Create and update processes in the CRM, which improve business indicators to have a greater impact;

• Ensuring new processes/tools/best practices adoption and creating knowledge base for them;

• Ensure the quality of processes and data;

• Work closely with different departments to follow up on existing projects or help with emerging projects

• Take part in strategic projects to ensure their success and maximize business impact;

You will train the CS Spain team to execute the processes correctly at our headquarters in Barcelona.

What makes you a strong fit

• You have 2-3 years of experience in a similar role.

• You have Database and SQL experience.

• Knowledge of Tableau, Datastudio, and Google Sheets.

• Experience in managing a CRM - Salesforce, Hubspot, etc.

• Fluent in English and advanced/bilingual in Spanish.

You are a super analytical person, results-oriented, with a creative and dynamism mindset, and, of course, a good communicator. As an Operations Analyst, you will need to have a passion for accuracy, the ability to learn new systems, and a commitment to improving service to our customers. A strong work ethic, a superior sense of organization, and teamwork are essential.

• 💶 Competitive salary appropriate to your experience.
• ⚕️ Private health plan.
• 📈 Share options plan after 6 months working with us.
• 👩‍🎓Free English classes.
• 👩‍💻 Hybrid working model.
• 🧠 Corporate access to the Ifeel emotional well-being tool .
• 🎂 Free birthday to spend the day with your loved ones!
• 🙌Join our team and share the greatness! Participate in our successful referral program and get rewarded for bringing in exceptional talent like yours.
• 💙Last but most important:  an amazing team that will welcome you and support you along the way.

We help more than 10,000 doctors and clinics focus on treating patients and delivering an exceptional patient experience. We also manage a marketplace that enables 214,000 patients per month to easily find the right doctor and make an appointment. Our mission is to 'make healthcare more human'. To learn more about our culture and work environment, we invite you to read our real reviews on Glassdoor.

We promote and embrace equal opportunities in our recruitment process and every day at work. If you apply for a job with us, you will be treated equally regardless of your age, disability, 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 diversity. If you need any additional assistance with your selection process, we encourage you to let us know. Behind the words you are reading is a person (hello!) who has already helped a candidate by adapting interviews, and now we are lucky enough to have that person with us. So even if you have never asked before, let this be a sign that you can now. We can only be truly equal if we adapt to each other. We believe that all people, in all their beautiful diversity, should have equal rights, dignity and respect. Period. Mariusz Gralewski, CEO

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Responsible: DOCTORALIA INTERNET, S.L. Purpose: to manage applications and contact candidates when we have a position that matches their skills.
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