Customer Success Team Manager Enterprise

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.

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 (specially with the Product team), supporting projects that they may wish to implement within the department, and occasionally participating in client negotiations.

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;

• 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;