Global CS Operations Manager
9 days ago
Madrid
Company Description At Docplanner Group, we’re on a mission to help people live longer, healthier lives. As the world’s largest healthcare platform, each month, we connect 24 million patients with 280k doctors across 13 countries (through brands like ZnanyLekarz, Doctoralia, MioDottore, DoktorTakvimi, and jameda). Our marketplaces, SaaS and AI tools simplify daily tasks and help doctors, clinics and hospitals work more efficiently, so they can focus on what really matters: caring for their patients. Company Description At Docplanner Group, we’re on a mission to help people live longer, healthier lives. As the world’s largest healthcare platform, each month, we connect 24 million patients with 280k doctors across 13 countries (through brands like ZnanyLekarz, Doctoralia, MioDottore, DoktorTakvimi, and jameda). Our marketplaces, SaaS and AI tools simplify daily tasks and help doctors, clinics and hospitals work more efficiently, so they can focus on what really matters: caring for their patients. Learn more about our products here: pro.doctoralia.es Real impact – We help doctors help patients. At scale, yet agile – 3,000+ employees, but still fast, flexible, and hands‑on. Shape the future, sustain growth – Make a difference now and build for long‑term success. Docplanner's Customer Success organisation serves hundreds of thousands of healthcare professionals across 13 markets, through several business units: Individual Doctors, Clinics, and our Practice Management Software (PMS) products. Each of them relies on the CRM to onboard, retain and grow customers efficiently. This role leads the Global CS Ops team that designs those CRM processes. The team turns business goals into processes and tooling that improve churn, win rate and, above all, productivity, measured as more customers and MRR served per CS FTE. You’ll lead a team of 5 analysts, each owning one business unit or enabler: Individual Doctors, Clinics, PMS, and the tools integrated into the CRM (e.g. meetings and quality). You'll be the main point of contact for the countries’ requests: deciding what matters, what doesn’t, and saying no when needed. We are close to finishing the migration of all CS teams from HubSpot to Salesforce with 100% of products in Salesforce expected by mid‑2027. Your job is to land it, then make the most of Salesforce as our single CS platform, quantifying the gains and detecting the main opportunities to deliver more impact. This is a role reporting to the Global Director of Customer Success Operations & Analytics. • Manage and grow a team of 5 analysts, each owning a business unit or enabler; organise workload and keep a healthy pace using agile ways of working (sprints, backlog, clear intake), • Coach analysts to grow in process design, Salesforce and stakeholder management; hold them accountable for business impact, not just tickets delivered, • Empower analysts to own their business unit end to end, to be proactive and keep processes consistent across units and markets, • Be the go‑to partner for local CS and RevOps teams across 13 markets, building trust through regular syncs, clear communication and follow‑through, • Run a single, transparent intake for country requests so the team works on what matters and stakeholders know where their request stands, • Prioritise by business impact (churn, win rate, productivity, legal requirements) and push back with data when a request doesn’t justify the effort, • Favour global, standard solutions over market‑specific ones; challenge local deviations unless they’re legally required or clearly worth it, • Translate business goals from CS leadership into end‑to‑end CRM processes for onboarding, retention and expansion, • Define how success is measured for each process and follow up after go‑live to confirm it delivered, • Drive productivity: automate manual work, simplify rep workflows and remove steps that don’t add value, • Lead the team through the remaining migrations till mid‑2027, • Protect the standard Salesforce setup during each migration: separate day‑one blockers from post‑go‑live improvements, and manage change with local teams, • After the migration, shift the team’s focus from migrating to optimising: using Salesforce’s native capabilities to improve how CS works with a data‑driven and measured KPIs approach, • Be the main business counterpart of our internal Salesforce development team and of the other tech teams, • Bring well‑scoped, prioritised requirements, and challenge solutions so they’re built the Salesforce way: standard first, custom only when needed, • Plan delivery capacity with tech each quarter and keep stakeholders informed on what will and won’t ship, • Local CS and RevOps teams across 13 markets: your main source of requests and your main customers, • Global‑Local Coordinator (main peer): helps you align needs and opportunities across all markets, • Global CS Analytics team (main peer): measures the impact of the processes your team designs, • Internal Salesforce development team (main tech partner), plus the other teams whose tools integrate into the CRM, • Business leadership: VP of Individual Doctors, VP of Clinics and the PMS business owners, • 7-10 years of professional experience, including 5+ in Revenue Operations, CS/Sales Operations or CRM process design, and 2+ years leading teams, ideally across multiple countries or business units, • Strong hands‑on Salesforce experience: you understand objects, flows, automation and reporting well enough to design processes and challenge developers on the best solution. Salesforce Administrator or Consultant certification is a plus, • Proven track record of managing many stakeholders across countries or business units, with a reputation for building trust while saying no when needed, • Strong business judgement: you understand SaaS metrics (churn, MRR, win rate, productivity) and can tell which requests move them and which don’t, • Experience prioritising a high‑volume backlog of requests with a clear, data‑backed framework, • Experience in CRM migrations or large CRM implementations, including change management with end users, • Comfortable working with data to size impact and measure results (reports, dashboards, SQL is a plus), • Professional fluency in English; Spanish and/or Portuguese is a plus, • Relationship builder: local teams see you as a partner, not a gatekeeper, even when your answer is no, • Business‑first: you start from the problem and its impact, not from the feature request, • Pragmatic prioritiser: you know what’s important and what isn’t, and you explain trade‑offs clearly, • Strategic, structured thinker who breaks complex problems into logical parts and solves them at the root, • An owner with an entrepreneurial mindset: you own your team’s work, results and everything in between, • Empowering leader: you set ambitious goals, give your team autonomy and hold them accountable, • AI‑curious: you look for ways AI and automation can make CS teams more productive, • Experience in tech companies, start‑ups or SaaS, ideally with multi‑country operations, • Experience with HubSpot, or with integrations between Salesforce and other tools, • No prior experience in healthcare required, but curiosity about it, • Intro Chat – A first call with our Talent Partner to explore mutual fit around relevant skills, value alignment, and motivation., • TestGorilla – (SHL numerical reasoning assessment)., • Hiring Manager Interview – A deeper conversation about your background, aspirations, and experience with Andreu Passola your potential manager in this role., • Business Case – A take‑home exercise incl. a few days' preparation time, designed to understand how you approach real‑life problems. You’ll then walk us through your approach in a collaborative discussion with the hiring manager and the team to discuss your thoughts and findings., • Additional/ Final Interview (Optional) – A final conversation with another senior stakeholder or peer from our Global Team., • References & Offer! #J-18808-Ljbffr
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