Team Manager Customer Success B2B

Descrição da empresa

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.

Descrição da vaga

As the B2B Customer Success Team Manager, your primary responsibilities will be:

• Being in charge of the entire Customer Success department for clinics in Brazil;
• Providing support in defining the business strategy;
• Resource allocation/budget management, reporting to the executive team;
• Formulating and improving the workflow, business standards, and management system, along with incentivizing policies of customer service operations to improve operational capacity;
• Creating and managing performance goals while making strategic decisions that contribute to the organization's development.
• Continuously enhancing processes related to Onboarding, Engagement, Retention, and Upselling, with a strong focus on increasing Net Revenue Retention (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, supporting projects that they may wish to implement within the department, and occasionally participating in client negotiations.

Qualificações

• Bachelor’s degree in a related field;
• Relevant experience in Customer Success Operations;
• CRM usage/management experience (such as HubSpot, Salesforce, Gainsight);
• Intermediate level of expertise in Excel;
• Fluency in both English and Portuguese, speaking and writing;
• Demonstrated experience in leading sizable and diverse teams, including leadership roles.
• Strong planning and interpersonal skills as well as a data-driven and detail-oriented personality;
• Strong analytical and communication skills and a hands-on mentality;
• Capability of working in a collaborative environment and leading complex operational projects;
• Enthusiasm in new technologies with a strong desire to adopt tools to improve organization effectiveness and business processes;
• Proven experience and knowledge in effective hiring, training, coaching, and people management practices.

Informações adicionais

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 a Meal Voucher worth R$630,00 a month, but if you enjoy cooking at home, you can replace it with a Food Voucher, for the same amount, or do half and half, making life easier for those who are 100% remote or hybrid;
• We offer Medical, Dental, and Group Life Insurance;
• For moms and dads ‘on duty’, we have Daycare Assistance;
• 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, 2 days. Got Married? 7 days off! Did the baby arrive? We offer 30 days for Dads and 6 months for Moms;
• 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 New Warriors Referral Program offers up to R$600 per person who stays with us for more than 6 months;