Customer Success Enterprise Manager, Docplanner

• Your exceptional proficiency in Google Sheets / Excel and ability to create professional reports and dashboards will be critical in driving our data-driven initiatives
• Minimum of 3 years of experience in Customer Success, experience working in the field of Business Intelligence or related experience is a clear plus
• Proven experience in data analysis, with a strong focus on metrics related to Customer Churn and MRR Expansion
• Exceptional proficiency in Google Sheets, including advanced formulas, graphs, pivot tables, and data visualization
• Experience with CRM systems, indicators, and dashboard creation
• Proven experience in working with SaaS products and services
• We work in a global environment - advanced English proficiency is required (C2 level)
• University degree is desirable
• Strong analytical skills with a passion for data-driven decision-making
• Hands-on, a doer that loves being in the details and can properly assess outsourcing vs. doing things him/herself
• Ability to work in a fast-paced environment and meet strict deadlines
• Autonomous and super proactive, with a strong personality and a straightforward communication style
• Structured and detail-oriented approach to work, with a constant drive for improvement
• Enthusiastic about customer success and leveraging technology to enhance customer experiences
• Ability to internalize company values and lead by example
• Open to innovative ideas and creative solutions for enhancing team efficiency and customer satisfaction

Desirable

• As a Customer Success Enterprise Manager with a strong focus on data analysis, you will play a pivotal role in understanding and leveraging metrics, specifically Customer Churn and Monthly Recurring Revenue (MRR) Expansion
• You will utilize your expertise in data analysis and synthesis to develop and implement strategies aimed at reducing preventable churn and identifying opportunities for upselling and cross-selling based on customer needs and potential demands
• Lead and manage a team of 25+ employees, including 3 Team Leads reporting to you, ensuring high performance and morale
• Act as Project Manager leadingLead local initiatives by coordinating with internal and external stakeholders, including operations, product teams, clinic managers, and other third parties
• Collaborate with the Head of CS to enhance team engagement and performance through effective management and motivational strategies
• Execute and monitor the global CS Enterprise strategy locally in Spain, setting SMART objectives, and ensuring all monthly targets are achieved
• Conduct thorough data analysis to understand customer behavior, identify churn risks, and uncover opportunities for MRR expansion
• Develop and implement strategies for upselling and cross-selling across all Docplanner products to maximize revenue from existing customers
• Create and maintain comprehensive reports and dashboards using Google Sheets to track key metrics and performance indicators
• Serve as an escalation point for critical or urgent customer issues, ensuring prompt and effective resolution
• Engage with Senior Management and various stakeholders to provide insights and recommendations based on data analysis
• Support the quarterly budgeting and forecasting process, focusing on headcount, Customer Success revenue, and churn management