Customer Success Team Leader

hace 1 semana


Ciudad de México Doctoralia Mexico A tiempo completo

Descripción de la empresa

Doctoralia es la plataforma líder en México que conecta Especialistas de Salud con Pacientes a través de nuestra página web y aplicaciones. Somos una empresa de SaaS que brinda soluciones para digitalizar el sector salud. Hemos crecido a triple dígito durante los últimos 3 años y queremos crecer aún más para hacer la experiência de la salud mas humana

Descripción del empleo
- Responsable de Coordinar y Gestionar al equipo de Customer Sucess para el logro de objetivos y alcance de metas del grupo.
- Capacitación y Feedback continuo a su equipo de trabajo.
- Seguimiento y creación de procesos y mejoras del Customer Journey.
- Control de Data y seguimiento a KPIS y Métricas de los integrantes del squad a cargo.
- Reducir la rotación, mejorar la adopción de los clientes, asegurar ventas adicionales, construir relaciones duraderas y convertir a los clientes en productos comprometidos.
- Ejecutar una estrategia integral de participación y comunicación que mantenga de manera proactiva una alta satisfacción del cliente.
- Creación de reportes y entregas de resultados a equipos de liderazgos
- Seguimiento de incidencias reportadas con el equipo de soporte y relación con otras áreas (Sales, Marketing, Finanzas, People) para garantizar la mejor experiência de nuestros usuarios.

**Requisitos**:

- Experiência de más de 3 años liderando y gestionando equipos de Customer Service, Customer Success y/o Customer Experience.
- Manejo de equipos de 15 a 20 personas en Call Centers, Telemarketing o Startups con productos intangibles.
- Ingles Avanzado - Conversacional
- Buen nível de Excel
- Experiência con equipos de Onboarding, Seguimiento y/o Mantenimiento de cartera.
- Dominio avanzado sobre paqueterías y plataformas digitales (G Suite, Slack, Hubspot, ZOOM).
- Uso de CRM como Salesforce para seguimiento y reportes. (Plus Hubspot)
- Experiência en creación de estrategias de Venta Cruzada.
- Excelente manejo de clientes difíciles (manejo de oposiciones)
- Experiência en Startup un plus.

Información adicional
- Sueldo Atractivo + Bono por Resultados
- Vales de despensa
- ️ Seguro de gastos médicos
- ✌ 22 días de vacaciones
- Excelente ambiente de trabajo y desarrollo profesional
- Plan de opciones de la compañía
- Gympass + Descuentos en Ticketmaster
- Clases de ingles con costo preferencial
- Esquema de trabajo hibrido



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