Senior Customer Experience Manager
DoctolibTelemedicine, Practice company
Berlin, GermanySenior
General Atlantic
Eurazeo
Bpifrance
Accel
Kernel Investissements
STARTPLATZ
Sales & Account Management
About the role
TL;DR
Manage key accounts, drive revenue, and optimize customer experience as a Senior Customer Experience Manager.
- •As a Senior Customer Experience Manager, you will be a subject matter expert in your team, significantly contributing to the success of your customer portfolio.
- •You will develop compelling business arguments, support your team in challenging situations, and continuously optimize processes and methods for better results and more satisfied customers.
- •Key Responsibilities Act as a subject matter expert, contributing commercial and technical expertise to achieve customer portfolio goals.
- •Strategically manage key accounts using established methods like regular business meetings and strategic planning.
- •Drive revenue growth by leading contract extensions, articulating customer value, and supporting commercial implementation.
- •Coach and empower team members by sharing best practices and providing methodological support in complex customer situations.
- •Develop and improve working methods and processes to enhance the effectiveness and scalability of customer support.
- •Requirements 2-4 years of experience in Customer Success, Account Management, or a similar customer-oriented role, ideally in B2B SaaS.
- •Strong portfolio management skills with the ability to prioritize intelligently and work data-driven.
- •Excellent relationship-building skills, fostering genuine partnerships with clients.
- •Commercial mindset with an understanding of business logic and a willingness to take on revenue responsibility.
- •Hands-on mentality with the ability to coordinate independently and drive tasks to completion.
Required skills
Account ManagementB2B SalesSalesforceExcel
Nice-to-have skills
Google AnalyticsGA4Looker Studio
Domain expertise
healthtechhealthcare
Benefits & perks
Deutschlandticket, 28 Urlaubstage + 1 Tag zusätzlich für jedes volle Beschäftigungs-Kalenderjahr (max. 30 Tage), Möglichkeit, 10 Tage im Jahr im Ausland zu arbeiten, Betriebliche Krankenversicherung, Betriebliche Altersvorsorge, Doctolib Parent Care Programm, Kostenlose Mental Health- und Coaching-Sessions, Essensgutscheine, Gefördertes Sportangebot, Flexible Arbeitszeiten für pflegende Betreuungspersonen und Beschäftigte mit Behinderungen, Doctolibs langfristigem Mitarbeiterbeteiligungsprogramm DoctoGrowth
Tech stack
SalesforceExcelGoogle AnalyticsGA4Looker Studio