Customer Success Insights Manager

  • Warsaw, Poland
  • Full-time

Company Description

DocPlanner builds practice management software for the healthcare sector in SaaS model. We help 130,000 doctors and clinics digitalise their practices and deliver an exceptional patient experience. We also run marketplace websites that allow 80 million patients monthly to easily find the right doctor and book an appointment.

Our mission is to “make the healthcare experience more human”.

DocPlanner was founded in 2012 in Poland. Our team today numbers over 2,200 people based in offices in 7 countries: Poland, Spain, Germany, Turkey, Italy, Mexico and Brazil. We are backed by awesome and leading venture capital funds including Point Nine Capital, Goldman Sachs Asset Management and One Peak Partners from whom we’ve raised a total of €300 million to date.

“Culture eats strategy for breakfast” - Peter Drucker. We believe in that. If so do you - come along!

Job Description

In this role you'll report to Global VP of Customer Excellence, and will be responsible for:

  • Active support for shaping the global Customer Success function of the future (the core function of any SaaS company)

  • Ideating and creating tools and processes that will enable data-driven insights for a number of CS relevant metrics (e.g. churn prediction, customer journey customisation, as well as for other research projects, experimentation)

  • Boosting operations productivity (by product automations, operations effort optimisation and capacity utilisation)

  • Creating and assuring utilisation of best practices (x-market sharing, external expertise/benchmarks)

 

Operationally, it translates - but is not limited - to:

  • Supporting execution of key strategic projects and initiatives across the markets

  • Scaling results of our experiments from one market into global projects

  • Proactively liaising with in-market stakeholders to align on project direction and status

  • Overall project management for selected project portfolio (monitoring, issue resolution etc.)

  • Independently leading data analytics and modeling

  • Conducting data queries and driving in-depth insights (Tableau, SQL)

  • Selective machine learning application (prediction models, clustering, decision trees etc.)

  • Business/financial modeling (business analysis, forecasting, budget simulations)

Qualifications

We'd love to hear from you if:

  • You've a higher education, preferably in Business/STEM or other relevant (e.g. in Data Science, Statistics, Math/Physics, CS, Finance)

  • You've 3-5 years of working experience preferably in tech or data-heavy industry

  • You've technical expertise in working with large data sets: Tableau (ability to edit/create dashboards), SQL (and experience in working with databases)

  • You've worked on designing, implementing and improving “live” advanced analytics / models (data preparation, feature engineering, sample management, model validation and productization)

  • You've managed projects independently in diverse, fast-paced organizational environments (stakeholder management, progress monitoring, issue resolution)

  • You're knowledgeable and passionate about Data Science (have intermediate Python modeling experience, knowledge of the key data science algorithms: clustering, regression, decision trees, XGBoost, etc.)

  • Prior experience in business analysis and modeling will be a plus (financial models, forecasting, business performance measurement etc.)

Additional Information

You will get in return:

  • 💶 Competitive salary adequate to your experience and skills
  • ✌ Off days package.
  • 🎉 Additional paid holiday on your birthday/work-anniversary to celebrate with your loved ones or to have a self-care day!
  • 📈 Share options plan after 6 months working with us.
  • ✈️ Relocation package (from a different city or country).
  • 🇬🇧 Free English classes.
  •  Flexible working hours (plot twist: this is true).
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