Customer Success Coordinator
DocPlanner Group, Mexico

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
Qualification
High School or equivalent
Total Vacancies
1 Job
Posted on
May 8, 2021
Last Date
Jun 8, 2021
Location(s)

Job Description

We are looking for the best Customer Success Coordinator

Duties for the Customer Success Coordinator will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and train clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support and handle customer complaints and requests.
Great fit candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Coordinator should engage with customers, maximize value, and create strategies to grow our customer base.


Your main responsibilities:

  • The main role of the Customer Success Coordinator is to lead and motivate the CS team according to the defined strategies and ensure retention and defined targets are known by the team.
  • The CSC should be focused on a team member’s performance growth by providing valuable feedback to members of the team and improving their knowledge and experience in communication with customers.
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
  • Perform initial onboarding process, ensuring strong adoption and ongoing engagement throughout the customer’s lifetime.
  • Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction.
  • Reducing churn, improving customer adoption, securing upsells, building lasting relationships, and turning customers into product engaged.
  • Achieve/exceed target KPIs including but not limited to: renewal %, upsell %, engagement, churn, and CSAT.
  • Identify and forecast risk as well as growth opportunities within the portfolio.
  • Identify product improvements or new products by remaining current on customer needs, industry trends, market activities, and competitors.
  • Develop tools, processes, and best practices to ensure customers are realizing the greatest possible value from Doctoralia.
  • Provide expert customer insight to Product Management, Marketing, and Sales on what innovation and continuous improvement is needed in the user experience, product capabilities, features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal, and referral rates in our larger customers.
  • Work closely with Sales, Finance, People, and other Support teams to ensure an exceptional customer experience and take care of any customer issues.
  • Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.


Requirements

Requirements:

  • 2 years of account management (Managing up to 10000 clients portfolio).
  • 2 years of Customer Service experience (up-selling and cross-selling on existing customers).
  • Highly organized and able to multitask. Self-driven and proactive nature.
  • Excellent communication and interpersonal skills (Spanish/English).
  • Demonstrated leadership qualities.
  • High computer literacy and ability to learn new software.
  • Knowledge of customer success processes.
  • Experience in document creation.
  • Patient and active listener. Passion for service.
  • Long-term perspective.

Benefits

  • Competitive salary based on your experience and skills.
  • Private health plan after 6 months working with us.
  • 23 free paid holidays.
  • Share options plan after 6 months working with us.

And there is more:

  • Work with smart people who know their stuff
  • A chance to transform the healthcare sector in Mexico and Latin America
  • Huge Autonomy
  • An opportunity to grow with a world wide company

Job Specification

Job Rewards and Benefits

DocPlanner Group

Information Technology and Services - Colombo, Brazil
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