Global Customer Success Manager
From Robert Walter, we are looking for a Global Customer Success Manager who will be responsible for creating a central blueprint that can be tailored by individual subsidiaries to optimise customer education, service adoption, and the overall usage of the company's subscription services. This role will ensure subsidiaries have a scalable framework to deliver exceptional customer success, driving user engagement and satisfaction across our global markets.
A key focus will be on maximising customer value by recognising the direct correlation between the usage of subscription services and the value customers receive. Ideally, the successful candidate will have an optometry background or a strong understanding of eye care, to effectively support the eye health needs of customers.
Key Responsibilities:
* Monitor and evaluate the performance of customer success efforts across all subsidiaries by tracking the in-life customer funnel, identifying drop-off points, and evaluating engagement metrics related to service usage and customer value.
* Provide subsidiaries with the right data insights at the right time to prompt local interventions, guiding regional teams to address issues and improve customer engagement.
* Create tools, content/resources, and targeted interventions to regional teams based on funnel insights to address performance gaps, improve customer engagement, and boost service utilisation in eye care services.
* Develop and maintain a system for flagging trended underperformance in specific regions or service lines based on funnel data, identifying early indicators of declining usage or customer satisfaction.
* Conduct regular performance reviews with subsidiaries, offering actionable insights and recommendations to improve results and align with global best practices.
Minimum Requirements:
* Optometrist expertise is required.
* Marketing Master and data analytic experience.
* More than 5 years in a similar role in the optometry industry.
Please include your first and last name.
Email: @
Phone: Please include your country code.
CV / Resume: Yes, I am currently eligible to work (work permit/visa/citizenship) in the country to which I am applying. No, I am not currently eligible to work (work permit/visa/citizenship) in the country to which I am applying.
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