Customer Success Operations Team Leader

Who We are

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.

Our global team of 2,700 across offices in Warsaw, Istanbul, Rome, Barcelona, Mexico City, Bogotá, Curitiba, Rio, and Munich and Berlin make this happen.

If you want to learn more about our culture and work environment, we invite you to consult the real opinions we have on Glassdoor.

As Customer Success Team Leader at Doctoralia, your main focus will be to create retention strategies, Maximize usage of value and return of investment of platforms. Decrease churn portfolio. Improve experience through product support and handle customer complaints and requests. Follow up with payment errors, and analyze the primary percentages of payment errors. Increase contactability and payments after payment errors. Assure the correct process and customer service on every single call.

Responsibilities:

• Lead and motivate the CS team mainly Churn, revenue and retention teams. Define strategies and ensure retention based on the targets.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes in retention.
• Perform correct analysis to manage churn, payment errors and revenue porfolios. Ensuring the retention is succesful.
• Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction.
• Reducing churn, improving customer adoption, securing upsells, building lasting relationships, and turning customers into product engaged.
• Achieve/exceed target KPIs including but not limited to: churn % payment errors % renewal %, upsell %, engagement %I
• Identify and forecast risk as well as growth opportunities within the portfolio.
• Provide expert customer insight to Product Management, Marketing, and Sales on what innovation and continuous improvement is needed in the user experience, product capabilities, features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal, and referral rates in our larger customers.
• Work closely with Sales, Finance, People, and other Support teams to ensure an exceptional customer experience and take care of any customer issues.
• Evaluate and assure that every single call we garantee a correct retention strategy

• Advanced Excel/ Sheets
• Experience in Client Retention 
• Fully bilingual
• Previous experience managing teams
• Focus on results
• Negotiation skills
• Salesforce/Hubspot (CRM)

• Bono por KPIs
• Prestaciones de Ley + Superiores
• 22 días de vacaciones
• Día de cumpleaños compensatorio
• Gympass y Descuentos con Ticketmaster
• Vales de despensa
• Seguro de gastos médicos y seguro de vida
• Fondo de ahorro
• Plan de acciones de la compañía
• Clases de ingles con costo preferencial
• Esquema hibrido de Lunes a Viernes