Customer Success Specialist

Mediktor; Barcelona; Híbrido; EUR 48.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible hours

Hybrid work model

Modern offices at Hospital Sant Pau

Canteen meals

Parking discounts

Competitive salary

Descripción de la vacante

Mediktor in Barcelona seeks a Customer Success Manager to own relationships with B2B healthcare clients including hospitals, insurers, pharma companies and public administrations.

You will translate needs into solutions with medical, product and technical teams, driving adoption and renewals.

Formación

• 3+ years of experience as a Customer Success / Customer Experience Manager in a SaaS product or B2B software company.
• Proven track record managing enterprise accounts, renewals, up-sells and cross-sells.
• Ability to analyse and interpret data and convert it into insights for both the business and the client.
• Customer-centric and goal-oriented mindset.
• Excellent communication, negotiation and relationship-building skills.
• Fluent in English and Spanish, with the autonomy to work independently and across cross-functional teams. French is a plus!

Responsabilidades

• Drive adoption among our B2B healthcare clients (hospitals, insurers, pharma companies, public administrations) based on their use case and technical needs.
• Own the customer relationship: regular check-ins, feedback collection and analysis of satisfaction, NPS and usage trends to identify areas for improvement.
• Build and execute adoption and loyalty plans that increase the use of the solution in each account.
• Create and present proposals for new projects, cross-selling and up-selling, and negotiate renewals with Mediktor clients.
• Manage and monitor customer requirements end to end, transferring use cases and technical requests to the medical, product, technical and marketing teams to develop tailored solutions.
• Work with internal teams to launch expansion programmes for existing customers new features, functionalities and services
• Hit the targets on service activation, tool usage and NPS for your assigned portfolio
• Create and maintain customer success metrics and KPIs, turning data into insights for both the business and the client
• Build success stories with customers and present them to the management team and at industry events

Conocimientos

Customer success

Data analysis

English

Spanish

Cross-functional collaboration

Herramientas

HubSpot

BI dashboards

Descripción del empleo

We’re looking for a Customer Success Manager to join our Business team. You’ll own the relationship with our B2B healthcare clients hospitals, insurers, pharma companies and public administrations making sure they get real value from Mediktor, adopt the solution across their workflows, and grow with us.

You’ll be the voice of the customer inside Mediktor translating clinical, technical and commercial needs into solutions together with our medical, product and technical teams and the voice of Mediktor with the customer, turning usage data into insights, renewals and new opportunities.

YOUR ONGOING RESPONSIBILITIES

• Drive adoption among our B2B healthcare clients (hospitals, insurers, pharma companies, public administrations) based on their use case and technical needs
• Own the customer relationship: regular check-ins, feedback collection and analysis of satisfaction, NPS and usage trends to identify areas for improvement
• Build and execute adoption and loyalty plans that increase the use of the solution in each account
• Create and present proposals for new projects, cross-selling and up-selling, and negotiate renewals with Mediktor clients
• Manage and monitor customer requirements end to end, transferring use cases and technical requests to the medical, product, technical and marketing teams to develop tailored solutions
• Work with internal teams to launch expansion programmes for existing customers new features, functionalities and services
• Hit the targets on service activation, tool usage and NPS for your assigned portfolio
• Create and maintain customer success metrics and KPIs, turning data into insights for both the business and the client
• Build success stories with customers and present them to the management team and at industry events

MUST-HAVE

• 3+ years of experience as a Customer Success / Customer Experience Manager in a SaaS product or B2B software company
• Proven track record managing enterprise accounts, renewals, up-sells and cross-sells
• Ability to analyse and interpret data and convert it into insights for both the business and the client
• Customer-centric and goal-oriented mindset
• Excellent communication, negotiation and relationship-building skills
• Fluent in English and Spanish, with the autonomy to work independently and across cross-functional teams. French is a plus!

GREAT TO HAVE

• Previous experience in the e-Health or healthcare sector
• Additional languages beyond English and Spanish
• Experience with CRM and customer success tooling (HubSpot, BI dashboards)
• Familiarity with healthcare workflows and standards (HIS, EHR, triage, contact centres)
• Proactivity, curiosity and analytical skills; knowledgeable and passionate about technology
• Startup mindset self-motivated, adaptable, and eager to improve processes

What you will find working with Mediktor:

• An exciting scale-up company sharing good vibes
• Opportunity to grow and develop your career with us
• Flexible hours and hybrid model of work (3 on-site, 2 days at home)
• Amazing offices in an important historic centre of the city, located in the Modernist Campus of Hospital Sant Pau. Our rooftop views are one of the best in the city
• Access to cheap meals in our canteen
• Competitive salary conditions
• Parking discounts around the office

Mediktor is an equal opportunity employer, and we encourage diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.