Senior Customer Success Manager

Job description

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.


Job Purpose:

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.

Critical Results

  • Fast, efficient and high quality customer service
  • Above and beyond customer satisfaction
  • Time to value across the customer success portion (Request -> Onboarding -> Order -> Payment -> Delivery)
  • Strategy delivery and efficient communications
  • Improved customer facing knowledge base & resources in partnership with the Engineering team
  • Identifying which data and workflows will improve our decision making and then reporting on this.

Job requirements

Second Line Support, Team management and First line support 60%)

  • Dealing with escalations from the support team and activating the other parts of the business as required to deliver time to value metrics
  • Being hands-on yourself up until you have grown a bigger team, but you’ll always keep this pragmatic approach.
  • Answer questions and solve customer enquiries

Relationship management​ (15%)

  • Use all customer feedback to optimize insights on FAQ, on the product, user experience, etc to support product improvement in the Growth Team
  • Work with Engineering, Growth and Management to get to the most efficient implementations

Tooling, reporting and communication​ (25%)

  • Keep Zendesk, Drift and our communication channels up to date and healthy
  • Continuously revisit the implementation flow and customer journey to ensure we have the most efficient process in place for our customers

Knowledge, Skills & Experience

  • Prior work experience in a customer support team managing agents
  • Very experienced in working with Zendesk suite of products, creating reports that speak to strategy
  • Commercially driven with an analytical mindset
  • Hands-on approach
  • Customer focus
  • Fully proficient in reading, writing and speaking English
  • Basic knowledge of CRO, web analytics and data insights in general
  • Having a commercial and yet empathetic mindset
  • Mission-driven

Bonus:

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.