Who we are:
We are a dynamic, multicultural and mission-driven healthcare social enterprise, located in the heart of Amsterdam on the beautiful Herengracht. We help patients gain access to the latest medicines for the oncological and neurological diseases that have been approved in another country but are not yet available in their own country.
Patients find these medicines via our website and contact us to organize the purchase, importing and shipping with the help of our team.
As a Customer Success Manager Specialist, you will be growing and leading the Customer Success team, currently consisting of one customer success agent. You’ll own the customer on-boarding, conversion and support journey from when they place their order to when they receive their medicine.
You ensure that they receive the best support there is while at the same time driving performance metrics such as time to value (orders, deliveries) to the management team. You’ll also be responsible to further grow the team, review our current processes and improve our service.
You will be dealing on a daily basis with patients who have life-threatening and/or debilitating conditions. The ability to be resilient and consistent in your approach while at the same time ensuring that the empathy is not lost is very important. Patient-centred while also being commercial is one of the challenges of this position.
Second Line Support, Team management and First line support 60%)
Relationship management (15%)
Tooling, reporting and communication (25%)
Knowledge, Skills & Experience
We support 85 Countries so any other language abilities are a bonus.
Healthcare Customer Success experience.
Basic Knowledge of CRO, Web Analytics, Data Insight, E-commerce in general.