Customer success & onboarding officer (w/m/x) (NL & FR)
DOCTENA is a company dedicated to improving access to healthcare by enabling patients to book appointments online and via mobile apps. We are the market leader in countries we operate in: Luxembourg, Belgium, Netherlands, Germany, Switzerland, and Austria.
If you are looking for a fast-moving growth oriented start-up in Digital Healthcare, this is it!
The role of Customer Care Officer is central to the success of this mission, as your contribution will be to help increasing the number of patients and doctors using DOCTENA.
Your responsibilities will be to :
Manage the end-to-end onboarding process for new customers.
Guide customers through product setup, configuration and conduct onboarding sessions/ trainings.
Monitor onboarding progress and proactively resolve any challenges.
Coordinate with Sales, Support, and Technical teams to ensure successful customer implementation.
Conduct regular follow-ups to maintain strong customer relationships.
Understand the reasons behind customer dissatisfaction and propose appropriate solutions.
Manage cancellation requests and apply customer win-back initiatives.
Monitor customer engagement and encourage consistent product usage.
Collect and analyze customer feedback to address recurring issues.
