Customer Success Team Lead

3 days ago


Fatih, Istanbul, Turkey One Peak Partners LLP Full time

We are seeking a seasoned Customer Success Team Lead to join our team at One Peak Partners LLP. As part of the Docplanner Group, which is one of Europe's largest healthcare technology companies, Doktortakvimi.com is the number 1 healthcare platform of Turkey.

We have created a unique and enjoyable culture in our ten-year operation in Turkey. In the surveys we conducted with our employees, they stated three important features that distinguish Doktortakvimi from other workplaces are autonomy, employee value, and flexibility.

Job Summary
  • Reporting to the Customer Success Manager, you will be responsible for managing multiple Customer Success teams.
Key Responsibilities
  1. Manage a Customer Success Specialists team.
  2. Launch and maintain first-rate services for our customers with the International CSl team.
  3. Develop and implement new methodologies to ensure maximum Customer Satisfaction.
  4. Analyze team performance and provide coaching.
  5. Provide top care for our existing customers.
  6. Achieve/exceed target KPIs: renewal%, upsell%, engagement, churn, and CSAT.
  7. Identify and forecast risks and growth opportunities within the portfolio.
  8. Work closely with Sales, Financial, People, Revenue, Marketing, and other Support teams to ensure an exceptional customer experience and resolve any customer issues locally and globally.
Requirements
  • If you love building things from scratch.
  • Have at least 5 years of experience in Customer Success.
  • Know what Zendesk, Salesforce.com, and Typeform.com mean.
  • Have experience in leading teams.
  • Focus on results, not tasks.
  • Are patient and understand the needs of others.
  • Like numbers as much as you like people.


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