Customer Success Manager

hace 7 días

Bogotá, Bogotá D.E., Colombia Doctoralia Mexico A tiempo completo
de la empresa
Doctoralia es la plataforma líder en el mundo que conecta Especialistas de Salud con Pacientes a través de nuestra página web y aplicaciones. Somos una empresa de SaaS que brinda soluciones para digitalizar el sector salud y hacer la experiência de la salud mas humana.
Descripción del empleo
Misión del puesto: Comprometerse con los clientes, maximizar el valor y crear estrategias para hacer crecer nuestra base de clientes, involucrándose en todas las etapas durante el customer journey en todos los aspectos (desde la venta hasta el soporte), mejorando la experiência del cliente a través del soporte de producto, manejo de las quejas y solicitudes de los clientes.
- Dirigir y motivar al equipo de CS de acuerdo con las estrategias definidas y garantizar que el equipo conozca los objetivos definidos.
- Realizar el proceso de incorporación inicial (Onboarding), asegurando una adopción sólida y un compromiso continuo a lo largo de la vida del cliente.
- Diseñar y ejecutar una estrategia integral de participación y comunicación que mantenga de manera proactiva una alta satisfacción del cliente.
- Reducir el churn a medida que evolucione el negocio sujeto a las necesidades del momento y de cada producto, mejorar la adopción de los clientes, asegurar upsells, construir relaciones duraderas y convertir a los clientes en productos comprometidos.
- Lograr/superar los KPIS objetivo: renewal %, upsell %, engagement, churn, y CSAT.
- Identificar y pronosticar riesgos y oportunidades de crecimiento dentro de la cartera
- Trabajar en estrecha colaboración con lo equipos de Sales, Financial, People, Revenue, Marketing y otros equipos de Soporte para garantizar una experiência excepcional para el cliente y resolver cualquier problema del cliente a nível local y global.
- Administrar eficientemente el tiempo para concentrarse en actividades esenciales para garantizar la satisfacción del cliente, la renovación de la cuenta y el crecimiento de la cuenta
**Requisitos**:
- + de 3 años de manejo de cuentas (Gestionando hasta una cartera de aprox 10,000 clientes y en crecimiento)
- + de 3 años de experiência en Atención al Cliente especializada en up-selling y cross-selling en clientes existentes.
- + de 3 años de experiência liderando equipos de alta rendimiento de Customer Success y sus diferentes subáreas: Onboarding, Churn, Renewals, Farming.
- Manejo y seguimiento de KPIS para el cumplimiento de resultados
- Dominio y desarrollo de los procesos de Customer Success a nível local
- Experiência en creación y definición de procesos en CS.
- Ingles Avanzado
- G Suite: Excel - Buen nível de manejo de datos y reportes a nível global
- CRM: HubSpot
- Vivir en la Ciudad de Bogotá, ya que el esquema de trabajo es hibrido.
Información adicional
- Sueldo base competitivo
- Prestaciones de Ley + Superiores
- Día de cumpleaños compensatorio
- Trabajo en modalidad híbrida. Oficinas en Bogotá.
- Bonos de alimentación People Pass al Quinto mes
- Medicina pre-pagada al Sexto mes
- Plan de opciones sobre acciones
- Beneficio de educación para idioma inglés
- Plataforma Vinco para Educación Continua

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