Customer Success Operations Team Leader (Retention)
Customer Success Operations Team Leader (Retention)
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1 Vacancy
Job Description
As Customer Success Team Leader at Doctoralia your main focus will be to create retention strategies Maximize usage of value and return of investment of platforms. Decrease churn portfolio. Improve experience through product support and handle customer complaints and requests. Follow up with payment errors and analyze the primary percentages of payment errors. Increase contactability and payments after payment errors. Assure the correct process and customer service on every single call.
Responsibilities:
- Lead and motivate the CS team mainly Churn revenue and retention teams. Define strategies and ensure retention based on the targets.
- Develop and share best practices with team members to continually improve the quality effectiveness and efficiency of our processes in retention.
- Perform correct analysis to manage churn payment errors and revenue porfolios. Ensuring the retention is succesful.
- 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: churn % payment errors % renewal % upsell % engagement %I
- Identify and forecast risk as well as growth opportunities within the portfolio.
- 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.
- Evaluate and assure that every single call we garantee a correct retention strategy
Qualifications :
- Advanced Excel/ Sheets
- Experience in Client Retention
- Fully bilingual
- Previous experience managing teams
- Focus on results
- Negotiation skills
- Salesforce/Hubspot (CRM)
Informacin adicional :
- Bono por KPIs
- Prestaciones de Ley Superiores
- 22 das de vacaciones
- Da de cumpleaos compensatorio
- Gympass y Descuentos con Ticketmaster
- Vales de despensa
- Seguro de gastos mdicos y seguro de vida
- Fondo de ahorro
- Plan de acciones de la compaa
- Clases de ingles con costo preferencial
- Esquema hibrido de Lunes a Viernes
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
