Вакансия на удаленке.
В insurtech-cтартап Checkme открыта вакансия Head of Customer Success (Global).
Сервис Checkme — это сервис управления здоровьем, инструмент, помогающий традиционным компаниям сферы медицинского страхования продолжать свой рост в цифровом мире.
About the role:
- At this role you will ensure that Checkme clients get maximum possible value and will be responsible for bringing exceptional service to several groups of Checkme platform users:
- Checkme SaaS platform clients, i.e. insurance companies and insurance brokers, that use Checkme software to bring digital experience into their health insurance products
- Checkme HR Control Panel users, i.e. representatives of the companies that use health insurance programs
- Checkme mobile app users, i.e. employees that use health insurance programs
- To be a successful Head of Customer Success in checkme you should build and constantly improve the processes of onboarding and reactive support for all the types of Checkme Platform users listed above, to ensure high retention rates
- You will be responsible for the CSAT, ARPA (Average Revenue per Account) and for a few more granular Customer Success metrics like AFRT (average first response time) and SLA for appointment arrangement
Responsibilities:
- Build and constantly improve a global team that supports clients from onboarding and training to long-term success
- Increase customer retention rates and ARPA (Average Revenue per Account) through effective communication and relationship management
- Driving customer lifetime value by aligning customer journey and Checkme Platform features through deep collaboration across teams
- Representing the voice of the customer and influencing internal stakeholders (product, sales, marketing teams) by promoting a customer-centric mindset across the organization and constantly providing users feedback
- Developing and delivering training programs to improve customer service skills and knowledge of company products or services
- Developing new client relationships and managing existing relationships with existing clients to ensure high levels of satisfaction
- Partnering very closely with sales teams to engage with leaders at prospective customers and existing customers to define goals and leverage our products and services to achieve them
Requirements:
- A strong customer advocate with the ability and willingness to engage directly with customers
- Successful experience of building and managing Customer Success teams ground-up in B2B SaaS products
- Extensive knowledge in implementing and measuring Customer Success performance metrics -satisfaction, contract extensions, churn reduction, number of tickets per operator
- Fluent English and Russian (Spanish is a plus)
- A track record of developing and mentoring great talent, and building and motivating high achieving teams
- The skills to be a data-driven decision maker, with a willingness to experiment and iterate
Conditions
- Competitive base salary
- Generous bonus for hitting product release plans
- Fully remote work, flexible PTO
- International team member with top-level ambitions