Global Strategy Analyst - Customer Success (Remote Friendly)

Job description

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: https://pro.doctoralia.es/pro.doctoralia.es http://pro.doctoralia.es Why join us? 📊 Real impact – We help doctors help patients. Your work truly makes a difference. 📈 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. Job Description As our organization continues to scale and evolve, we need strong operational excellence to ensure our teams deliver maximum value efficiently. We’re looking for a smart, independent operator who can combine strategy, analytics, and Technical Project Management execution to help build the next generation of global, AI-first Customer Success. What makes this role exciting? Our company has grown from a small local startup into a global SaaS organization, and this role is central to the next phase of that journey. You will help replace fragmented local practices with scalable global ways of working, while still adapting to local market realities. This is a role for someone who enjoys solving ambiguous problems, bringing structure to complexity, and making things happen across multiple stakeholders. You will have real ownership, high visibility, and the opportunity to help build an AI-enabled Customer Success function from the ground up. In this role, you are contributing by… - Supporting the design and creation of the global Customer Success function of the future, relating to: - Insights (customer journey customisation, research projects, experimentation) - Productivity (product automations, operations effort optimisation and capacity utilisation) - Best practices (cross-market sharing, external expertise/benchmarks) - Help define, test, and roll out AI-first Customer Success use cases. - Prioritize use cases according to impact. - Ensure they are practical, measurable, and adopted by teams. - Forward thinking in terms of scalability and customer journey. - Independently leading data analytics and modelling with a special focus on Retention and Growth. - Data queries and solid understanding of data management topics (Superset, Tableau, SQL) - Machine learning application (prediction models, clustering, decision trees etc.) - Business/financial modelling (business analysis, forecasting, budget simulations) - Supporting the execution of key strategic projects / initiatives in the markets, working hand in hand with local teams in our DP countries. - Scale results/experiments from one market into global projects - Liaise with in-market stakeholders to align on project direction and status - Act as a TPM for selected initiatives, coordinating stakeholders, timelines, risks, and follow-up. Qualifications What will help you thrive? - You have 3–5 years of experience in strategy, operations, analytics, project management, or a related role. - Ideally, a Data Science, Statistics, Math/Physics, CS, Finance or similarly quantitatively oriented educational background - Technical expertise in working with large data sets: - Knowledge of Superset/Tableau/ reporting tools - ability to edit/create dashboards - Knowledge of SQL, DBT and experience in working with databases - e.g. from prior BI experience - Desirable but not mandatory - knowledge and passion for data science (Python modelling experience; knowledge of the key data science algorithms: clustering, regression, decision trees, x-gradient boost, etc.) - Desirable proven experience in designing and implementing advanced analytics (data preparation, feature engineering, sample management, model validation and productization) - Prior experience in business analysis and modelling will be a plus (financial models, forecasting, business performance measurement etc.) - Interest in and practical ability to apply AI in Customer Success operations. - Proven experience working with multicultural teams, demonstrated communication skills and ability to navigate within a complex organisation - Demonstrated experience in collaborating with both data engineering and product/operational teams - experience on operating and improving “live” processes - Able to package insights and communicate with stakeholders/ lead working sessions with teams. - You're fluent in English (any other languages specially Spanish, Portuguese & Polish - are a plus!) This role is remote first and can be ideally based in Spain. On a second note, Poland, Mexico or Brazil. What to Expect from Our Hiring Process We like to keep things transparent and efficient! Here’s what the process usually looks like (though it might vary slightly depending on the role): 1️⃣ Intro Chat – A first call with our Talent Partner Giuliana https://www.linkedin.com/in/giulianaderocco/ to explore mutual fit around relevant skills, value alignment, and motivation. 2️⃣Hiring Manager Interview – A deeper conversation about your background, aspirations, and experience with your potential manager in this role. Take this chance to ask anything on your mind—it’s just as much about making sure we’re the right fit for you, too. 3️⃣Additional Interview – A conversation with a senior leader from the Global Customer Success team to get a sense of how you might collaborate together and to explore team fit. 4️⃣ 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. 5️⃣Final Interview (Optional) – A final conversation with one of your main stakeholders from our Global Team. 6️⃣References & Offer! Why You’ll Love It Here 💙 Global Benefits – No matter where you are, you’ll have access to: - Healthcare insurance – so you can focus on what matters. - Wellness that works for you – from gym memberships to mental health support, we’ve got you covered. - Time off that counts – whether it’s a vacation, your birthday, or just a day to recharge, we believe in balance. 📍 Local Perks – Depending on your location, you will be entitled to local benefits like meal vouchers (ticket restaurant), transport allowances, or extended parental leave. 🚀 Career Growth – We’re growing, and so can you! You’ll find lots of chances to learn, develop, and explore new paths—whether within your team or through cross-functional projects. 🌎 A Truly Global Team – Work with talented people from all over the world in a diverse and inclusive environment. ⏳ Flexibility That Works for You – Remote work and flexible hours aren’t just buzzwords here. While the extent of flexibility depends on your role and team, we value results over rigid schedules. Prefer an office setting? You're welcome at any of our hubs in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome or Bologna. Please note: At this time, we are not able to sponsor visas for this position. To apply, you must already have the legal right to work in your country of residence or the location of the role. What We Believe In At Docplanner, our values guide everything we do: 📊 Focus on results – we're here to make an impact. 🧠 Think like an owner – take responsibility, drive outcomes. ✂️ Keep it simple, keep it lean – smart solutions over complexity. 🔊 Be respectful and radically honest – openness builds trust. 📚 Learn and be curious – growth is part of the job. Don’t just take our word for it—check out our Glassdoor https://www.glassdoor.com.br/Avalia%C3%A7%C3%B5es/DocPlanner-Avalia%C3%A7%C3%B5es-E1071394.htm?countryRedirect=true to hear what our people say! _________________________________________________________________________ We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all walks of life, regardless of gender, disability, or background, and are dedicated to fostering an inclusive workplace where everyone feels valued and empowered to contribute.