Customer Success Team Manager Enterprise

Company Description

Do you want to work on the largest healthcare platform in the WORLD?

We are Doctoralia, a Docplanner Group company, present in 13 countries, responsible for serving more than 55 million patients and processing more than 15 million appointments per month!

We currently have more than 2 million healthcare professionals in our database, totaling approximately 10 million patient evaluations to date.

Our mission is to “make the healthcare experience more human.”
Through a diverse range of services, we are able to serve different audiences: our marketplace, which allows patients to schedule and evaluate appointments and doctors at any time of the day or night; and our SaaS system (Software as a Service) aimed at optimizing office management, patient flow and online bookings. All this through an internet platform and our iOS/Android apps.

Job Description

As the Customer Success Team Manager Enterprise, your primary responsibilities will be:

• Being in charge of the entire Customer Success Enterprise department in Brazil;
• Providing support in defining the business strategy;
• Creating and managing performance goals while making strategic decisions that contribute to the organization's development;
• Continuously enhancing processes and workflows related to Onboarding, Engagement, Retention, and Upselling, with a strong focus on increasing NRR;
• Developing the subset of team leadership to ensure they meet their targets in a positive work environment;
• Analyzing departmental data to identify trends, areas for improvement, and opportunities for enhancing the overall customer experience;
• Cultivating relationships with other departments and stakeholders (especially with the Product team), supporting projects that they may wish to implement within the department, and occasionally participating in client negotiations.

Qualifications

Requirements:

• Bachelor’s degree in a related field;
• Relevant experience in Customer Success Operations;
• CRM usage/management experience (such as HubSpot, Salesforce, etc.);
• Intermediate level of expertise in Excel;
• Fluency in both English and Portuguese, speaking and writing;
• Strong experience in leading sizable and diverse enterprise-level teams;
• A data-driven and detail-oriented personality;
• Strong analytical and communication skills and a hands-on mentality;
• Capability of leading complex operational projects.

Screening Process Steps

• Resume review: at this first step we analyze your resume according to the requirements for the role;
• Talent Acquisition interview: the focus of this stage is the assessment of attributes and cultural fit, as well as an opportunity for you to learn more about the company;
• Interview with the Hiring Manager: to further assess your professional experience and technical skills. The Hiring Manager will also be able to answer more of your questions about the position;
• Interview with COO Brazil;
• Business Case/Test: here we will check more of your knowledge and creativity;
• We provide feedback at all stages.

Additional Information

• Our working hours are from Monday to Friday, from 9 am to 6 pm;
• Need to work beyond your usual hours? We have a compensatory time off system in place;
• For the commute, we offer Vale-Transporte;
• We offer Medical, Dental, and Group Life Insurance;
• Did you think your Pet would be left out? Of course not! We offer Plano Pet, which extends care to your furry companion;
• Access to the iFeel app, for emotional comfort, which combines traditional psychology with AI, helping you through those tough days;
• ApoioPass offers free professional support and guidance in the psychological, legal, economic and social areas, providing support for those more delicate issues;
• What about that fitness life? We offer Gympass for you and 3 dependents! Because working out alone is really boring, right?
• Creditas: Payroll loan services, eligible after 6 months of employment;
• Stock Options - eligible after 6 months of employment (5 years grace period) - YES! You become a shareholder;
• Everyone has a birthday, right? Our present, for you, is a Birthday Day Off, so that you can celebrate the way you prefer, with the ones you love the most. Also, we celebrate our work anniversary as our own day off;
• Our work licenses are special here: in the event of the passing of loved ones, we offer 10 days off; if your pet passes away, we offer 2 days. Got Married?: 7 days of rest! Did the baby arrive? We offer 30 days for Dads and 6 months for Moms;
• For moms and dads ‘on duty’, we have Daycare Assistance;
• We have a robust Partnership Club, with discounts ranging from teaching institutions, such as colleges and language learning services, all the way to exclusive banking benefits;
• Do you like working here? Then refer a friend or relative! We love having family and friends around! Our DocHunters Referral Program offers up to R$600 per person who stays with us for more than 6 months.