Senior Customer Success Manager

1 week ago


Fatih, Istanbul, Turkey Docplanner Full time
Company Overview
Docplanner Group is a leading healthcare technology company in Europe. As part of this group, Doktortakvimi.com is the top healthcare platform in Turkey. With over 2,500 team members worldwide, we strive to enhance the healthcare experience and make it more human.

Our unique culture, developed over ten years in Turkey, sets us apart from other workplaces. Employees have highlighted three key features: autonomy, employee value, and flexibility. We're a team that thrives on challenges, works independently, and doesn't accept the status quo. We value humility, honesty, and business results.

**Job Description**
As a key member of our team, you will be responsible for managing a Customer Success Specialists team. Your primary goal will be to launch and maintain top-notch services for our customers, working closely with the International CS team. You will develop and implement new methodologies to ensure maximum customer satisfaction, analyze team performance, and provide coaching. Additionally, you will provide exceptional care to our existing customers, achieve/exceed target KPIs (renewal%, upsell%, engagement, churn, and CSAT), identify and forecast risks and growth opportunities within the portfolio, and collaborate with various teams to deliver an outstanding customer experience.

**Key Responsibilities:**
* Manage a Customer Success Specialists team
* Launch and maintain first-rate services for our customers
* Develop and implement new methodologies for maximum customer satisfaction
* Analyze team performance and provide coaching
* Provide top care for our existing customers
* Achieve/exceed target KPIs
* Identify and forecast risks and growth opportunities
* Work closely with Sales, Financial, People, Revenue, Marketing, and other Support teams

Requirements and Qualifications
If you possess at least 5 years of experience in Customer Success, are familiar with Zendesk, Salesforce.com, and Typeform.com, have experience in leading teams, and speak English fluently, then this role may be suitable for you. We're looking for someone who focuses on results rather than tasks, is patient, and understands the needs of others. If you like numbers as much as people, you'll thrive in this position.

**Benefits**
We offer a range of benefits, including private health insurance, unlimited access to the Ifeel emotional well-being tool, free birthday leave, work remotely options, a stock option plan after six months, and annual motivation leave.

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