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 do emprego

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

• Responsible for the entire Customer Success department for clinics in Brazil.
• Providing support in defining the strategy, resource allocation/budget management and being able to report to the executive team of the company.
• To formulate and improve the workflow, business standards, management system and incentive 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 such as onboarding, engagement, retention, and upselling, with a strong focus on increasing Net Revenue Retention (NRR).
• Developing 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 these stakeholders may wish to implement within the department, and occasionally participating in client negotiations.

Qualificações

• Bachelor’s degree in related field.
• Relevant experience of customer success operations.
• CRM usage/management experience (Ex: hubspot, salesforce, gainsight).
• Intermediate level of expertise in excel.
• Must be fluent in both English and Portuguese, both in speaking and writing.
• Demonstrated experience in leading sizable and diverse teams, including leadership roles.
• Strong planning and interpersonal skills as well as data-driven and detail-oriented personality.
• Strong analytical and communication skills and a hands-on mentality.
• Capable of working in a collaborative environment and leading complex operational projects.
• Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & 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 bank of hours for you to use these hours as time off later;
• We offer a Meal Voucher worth R$30.00 per day worked, but if you enjoy cooking at home, you can replace it with a Food Voucher, for the same amount, or even order half and half (R$15.00 -meal and BRL 15.00 food allowance per day), making life easier for those who are 100% remote or in hybrid work;
• For commuting to the office, we offer Vale Transporte;
• Speaking of Health, we offer Medical, Dental and Group Life Insurance;
• We also offer Pharmacy Assistance, with discounts from 10% to 70% on medicines in the accredited network;
• We offer the iFeel app, for emotional comfort, which combines traditional psychology with artificial intelligence, helping you on those most difficult days;
• SupportPass offers free professional support and guidance in the psychological, legal, economic and social areas, providing support in those more delicate issues;
• And the fitness life? We offer Gympass for you and 3 dependents! Because working out alone is really boring, right?
• Did you think your PET would be left out? Of course! We offer Plano Pet, also extending care to your pet;
• Stock Options - eligible after 6 months of employment (5 years grace period) - YES! You become a partner of the company;
• 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;
• We have a robust Partnership Club, with discounts ranging from teaching institutions, such as colleges and languages, to exclusive banking benefits;
• Our Licenses are differentiated here: in case of death of loved ones, we offer 10 days; If your PET dies, you have 2 days. Married:? 7 days of rest! Did the baby arrive? We offer 30 days for Dad and 6 months for Mom;
• Did 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.

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 by skills and cultural fit, as well as an opportunity for you to learn more about the company;
• Tests: SHL Numerical Test and Solides;
• Interview with the Hiring Manager: to further assess your professional experience and technical skills. The leader will also be able to answers more of your questions about the position;
• Business Case: here we will check more of your knowledge and creativity;
• Interview with Global Department Head;

We provide feedback at all stages,