Poland Job Openings
ZnanyLekarz
Head of Customer Success Poland
FULL TIME
August 7, 2024
With a global mission to “make the healthcare experience more human”, Docplanner Group is the world's biggest healthcare platform, serving patients and the healthcare ecosystems across 13 countries in Europe and LATAM.
We create digital apps and software solutions for doctors, clinics, hospitals and patients to enable the healthcare ecosystem and the patient journey to work together more seamlessly. With free doctor reviews and instant online appointment booking for patients through its online marketplaces, Docplanner has a network of almost 2 million healthcare professionals, serves over 260,000 customers globally and operates in 13 countries in Europe and LATAM. Doctors and clinics count on Docplanner to facilitate scheduling, booking, communication and payments for millions of patients a month. Through its innovative and user-friendly software, doctors and clinics can optimize patient flows, reduce costly no-shows and completely digitize their practices - all resulting in valuable time savings that can instead be used to improve patient outcomes and experiences. Via its Tuo Tempo brand, we also offer a more sophisticated suite of optimisation products for large healthcare institutions.
We built medical Practice Management Software as a Saa S. We help 260,000 doctors and clinics focus on treating patients and delivering an exceptional patient experience. We also run a service that allows 80 million patients monthly to easily find the right doctor, and we currently have 19 million bookings per month coming online or through our software.
Our global team of 2,700 across offices in Warsaw, Istanbul, Rome, Barcelona, Mexico City, Bogotá, Curitiba, Rio, and Munich and Berlin make this happen. <3
We're funded by some leading VCs - Goldman Sachs, One Peak Partners, Point Nine and Target Global - and so far we have raised over €450m. Currently, we're on around €180m ARR (60% yoy growth) and are about to reach profitability!
Job Description
Joining us as the Head of Customer Success Poland, you will lead our customer success operations across the Polish market. This role focuses on managing a team of 4 customer success managers with a total of 34 people, improving customer success metrics, and driving growth through strategic initiatives, such as creating a dedicated upsell team and introducing our new AI products. You will focus on aligning the customer success function with our evolving business goals. The role will report to Piotr, our local CEO in Poland, with a dotted line report to our Global CCO, Konrad.
Objectives
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Provide guidance and oversight to 34 customer success team members divided into 4 sub-teams, enhancing autonomy and operational efficiency.
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Oversee and refine the customer success framework to boost performance and revenue. Focus on critical KPIs like CSAT and churn rates, aiming to maintain the healthiest metrics in the group (currently 0.5-1% MRR churn).
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Formulate strategies to amplify upsell opportunities, aiming to substantially increase monthly revenue through targeted upselling efforts with individuals and clinics.
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Manage the integration of customer success initiatives for recent and future acquisitions to align with the company’s core value drivers.
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Be a visionary leader with a hands-on approach to effectively spearhead operational enhancements and tackle intricate problem-solving challenges.
Qualifications
Attributes & experience we're looking for
- Saa S Business Model Expertise - Strong understanding of Saa S business models, with healthcare and SMB sectors as additional advantages.
- Relevant Customer Success Experience - Proven experience in core operations such as onboarding, account management, and retention, with a strong focus on expansion within the SMB segment.
- Visionary Leadership - Ability to inspire and lead teams while also diving deep into operational details to understand and resolve issues effectively.
- Ability to dive deep - Skilled in using data-driven models to cut through complexity, structure analyses effectively, and prioritize key issues for resolution
- Learning attitude - You are open to learn, anytime, from our customers and from the team.
- Global scaling experience - Demonstrated ability to work collaboratively in a cross-functional setup, balancing global strategies with local execution need.
- Focus on results - You excel in impactful tactics, you put plans into action, fast.
Additional Information
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Intro call with the Docplanner Global Executive Search team - Josefine
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Interview with Piotr, CEO Poland
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Interview with Konrad, Global CCO
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Business Exercise, incl. a few hours of preparation time and a 1h working meeting with Piotr and Konrad to discuss your thoughts and findings - exactly as if you were working here already
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Offer (subject to references)!
This role is hybrid based in Warsaw.
For internal applicants: please ensure your manager's green light before applying, thank you! :)
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