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    • Conduct regular success calls & business reviews with customers.
    • Deep customer empathy and emotional intelligence.
    • Annual Week off For the Holidays.
    • Ver todo: Empleos de DearDoc - empleo en Guadalajara
    • Búsqueda de sueldos: sueldos de Customer Success Manager en Guadalajara, Jal.
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    • Proven experience in a customer success/account management role, particularly with large enterprise customers.
    • Deep knowledge of the Customer Success industry.
    • 3+ years experience in a customer success or account management role, preferably in a technical or SaaS environment, with a focus on service delivery.
    • Experience working with enterprise customers.
    • A passion for customer discovery.
    • Collect customer feedback, review and manage concerns, and advocate for all…
    • Proven experience in customer service or as a customer service representative.
    • Manage existing PosiTrace customer accounts while acting as a brand ambassador.
    • Partner with the Customer Growth team on expansion and renewal strategy, while maintaining a value-first approach to customer success.
    • Fluency in demonstrating value through customer stories, data, and unique insights.
    • Champion client needs internally to ensure that all client deliverables are…
    • Maintain high levels of customer satisfaction and nurture client health.
    • 3+ years prior experience in a customer-facing role.
    • Prior sales experience a plus.
    • Drive customer implementation towards success with healthy partner interaction and work with Alliances and Channels making sure the involved partners are…
    • They act as a liaison between internal teams to ensure customer needs are being met, partner with sales to define and achieve customers' success criteria, and…
    • This role is key to scaling our customer success efforts and optimizing engagement while maintaining the human touch.
    • Partner with content writers, designers, and project managers to deliver high-quality campaigns that meet client expectations.
    • Partner with content writers, designers, and project managers to deliver high-quality campaigns that meet client expectations.
    • Además, el CSM fomenta relaciones sólidas mediante reuniones de negocio (QBRs) y análisis proactivos del estado de los servicios.
    • Partner with content writers, designers, and project managers to deliver high-quality campaigns that meet client expectations.

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Job Post Details

Customer Success Manager - job post

DearDoc
3.3 de 5 estrellas
Guadalajara, Jal.•Home Office (Desde casa)

Beneficios
Obtenidos de la descripción completa del empleo

    Descripción completa del empleo

    Who we are...

    Great Places to work 2022 and 2023

    DearDoc provides top doctors with a suite of technology and marketing tools, allowing them to run their practices more efficiently, so that they can give their full attention to their patients. DearDoc works endlessly to ensure that every practice is given whatever they need to run smoothly, and more importantly, to continuously grow with new patients. We are a passionate and hard-working team, dedicated to the 4,500+ practices who use our technology and working to innovate the healthcare space each and every day.

    Working with teammates all over the world, we enjoy the autonomy and innovation of a startup environment where people rally around a shared vision, advance quickly within the company, and are invigorated by our fun, fast-paced culture. Truly…we have a LOT of fun.

    We’ve been doing this since 2019 and we’d like to think we’re pretty good at it. We are always looking for people who will make us better.

    Location:     Remote, Guadalajara Mexico

    Salary Range: Base - 35,000 MXN per month plus a Quarterly Bonus

    **RESUMES MUST BE SUBMITTED IN ENGLISH TO BE CONSIDERED**

    Benefits

    • Unlimited PTO
    • 11 Paid Holidays
    • Annual Week off For the Holidays
    • Health Insurance

    Essential Functions & Responsibilities

    • Pillars: Revenue Management, Product Adoption, Customer Advocacy
    • Revenue Management
    • Meet and exceed net churn, renewal revenue, and upsell revenue goals
    • Identify and close opportunities for expansion within your Book of Business
    • Manage cancellation requests within the SLA guidelines
    • Product Adoption
    • Meet and exceed product adoption goals
    • Drive product/feature adoption with solution-based consultations with customers
    • Identify and resolve at-risk adoption indicators within SLA
    • Report product feedback to product team
    • Expert in product knowledge on features and function to achieve customer outcomes
    • Customer Advocacy
    • Maintain strict adherence to customer follow-up SLAs - We never want a customer to ask for an update.
    • Solicit for advocacy opportunities (i.e. case studies, testimonials, webinar panelists, etc.)
    • Meet and exceed CSAT/NPS goals
    • Conduct regular success calls & business reviews with customers

    Skills & Background

    • Minimum of 1-2 year experience in a sales OR a revenue-driven customer success or account management role
    • Proven ability to manage a large book of business - you are not intimidated by 100+ accounts
    • Ability to deepen the relationship with clients through consistent upsell/cross-sell opportunities - you’re not afraid to advocate for DearDoc products and sell additional tools/products to help our practices accomplish their business needs!
    • Success in a high-growth environment and adaptable to change
    • Can make a challenge into an opportunity
    • Ability to ensure client satisfaction, balance customer expectations, and negotiate successful resolutions
    • Experience collaborating with various internal teams to push projects through completion in a timely manner
    • Strong project management with a strict attention to detail
    • Deep customer empathy and emotional intelligence
    • Keen eye for opportunities to increase revenue
    • Impeccable attention to detail to perform the highest quality of work
    • Great interdepartmental communication skills
    • Understanding of customer experience with a product
    • Resilient and hardworking (GRIT)
    • A positive, polite, confident, sincere and friendly disposition
    • The ability to solve problems & to think dynamically
    • Adaptability – we’re growing and evolving, and the rocket ship is about to take off
    • Ability to think differently
    • Team Player
    DearDoc, Inc. is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business needs.

    We do our best to respond to all applications as quickly as possible. We look forward to reviewing your background and connecting shortly to learn more about you! In the meantime….CHECK US OUT!

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