Senior Customer Experience Manager

3 days ago


Fatih, Istanbul, Turkey Doktortakvimi Full time
About Us:
Doktortakvimi.com is part of the Docplanner Group, one of Europe's largest healthcare technology companies. Our team works every day to make the healthcare experience more human and to make the lives of patients and healthcare professionals easier. We value autonomy, employee value, and flexibility, which are the three most important features that distinguish Doktortakvimi from other workplaces, according to our employees' surveys.

**Our Culture:**
We are a team that loves challenges, works autonomously, and does not believe in the status quo; we are not afraid to try and fail. We value humility, honesty, and business results. If you share these values, you will thrive in our environment.

Your Role:
You will report to the Customer Success Manager and be responsible for managing multiple Customer Success teams. Your primary goal will be to launch and maintain first-rate services for our customers with the International CSl team. You will 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.

**What You Will Do:**
• Manage a Customer Success Specialists team
• Develop and implement new methodologies to ensure maximum Customer Satisfaction
• Analyze team performance and provide coaching
• Provide top care for our existing customers
• Achieve/exceed target KPIs: renewal%, upsell%, engagement, churn, and CSAT
• Identify and forecast risks and growth opportunities within the portfolio

Benefits:
At Doktortakvimi, we offer private health insurance, unlimited access to the Ifeel emotional well-being tool, free birthday leave to spend a day with your loved ones, work remotely, stock option plan after 6 months of working with us, and performance bonus.

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