Offer summary

Qualifications:

At least 5 years of experience in Customer Success., Proficient in tools like Zendesk, Salesforce.com, and Typeform.com., Experience in leading teams and managing customer relationships., Fluent in English with a strong focus on results and customer needs..

Key responsibilities:

Manage a team of Customer Success Specialists and ensure high-quality service delivery.

Develop and implement methodologies to enhance customer satisfaction and engagement.

Analyze team performance, provide coaching, and achieve key performance indicators.

Collaborate with various departments to resolve customer issues and improve overall customer experience.

Job description

Şirket Tanımı

As part of Docplanner Group — one of Europe’s largest health tech companies — DoktorTakvimi.com is Turkey’s #1 healthcare platform.

Every day, nearly 2.500 teammates around the world work toward a single mission: Helping people live longer, healthier lives. And while we're at it, we make life easier for both patients and healthcare professionals.

Over the past 15 years in Turkey, we've built a culture that's uniquely ours. Our team defines it with three simple words: autonomy, appreciation, and flexibility.

We’re a team that questions the status quo, thinks independently, and isn’t afraid to try (or fail). We’re humble yet ambitious, honest yet direct, friendly yet laser-focused on results.

If you're ready to take action for a healthier future, your place might be right here.

You will be responsible for managing multiple Customer Success teams, reporting to the Customer Success Manager.

İş Tanımı

You will:

manage a Customer Success Specialists team
launch and maintain first-rate services for our customers with the International CSl team
develop and implement new methodologies to ensure maximum Customer Satisfaction
analyze team performance and provide coaching
provide top care for our existing customers
achieve/exceed target KPIS: renewal%, upsell%, engagement, churn, and CSAT.
identify and forecast risks and growth opportunities within the portfolio
work closely with Sales, Financial, People, Revenue, Marketing and other Support teams to ensure an exceptional customer experience and resolve any customer issues locally and globally.
reduce churn as the business evolves subject to the needs of the moment and of each product, improve customer adoption, ensure upsells, build lasting relationships and convert customers into engaged products.