Customer Success Operations Team Leader

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 on investment of platforms, decrease churn portfolio, improve experience through product support, and handle customer complaints and requests. You will follow up with payment errors, analyze the primary percentages of payment errors, increase contactability and payments after payment errors, and 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 portfolios, ensuring successful retention.
• Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction.
• Reduce churn, improve customer adoption, secure upsells, build lasting relationships, and turn customers into engaged users.
• Achieve/exceed target KPIs including but not limited to: churn %, payment errors %, renewal %, upsell %, engagement %.
• Identify and forecast risk as well as growth opportunities within the portfolio.
• Provide expert customer insight to Product Management, Marketing, and Sales on necessary innovations and continuous improvements in user experience, product capabilities, features, and customer engagement processes.
• Work closely with Sales, Finance, People, and other Support teams to ensure an exceptional customer experience and address any customer issues.
• Evaluate and assure that every single call guarantees a correct retention strategy.
• Advanced Excel/Sheets proficiency.
• Experience in Client Retention.
• Fully bilingual.
• Previous experience managing teams.
• Focus on results.