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Are you a confident and engaged leader with comprehensive experience from B2B customer success functions such as license delivery, customer support and customer training? Do you want to join Aurora Innovation on the journey of becoming the number one Healthcare SaaS Specialist?
Aurora Innovation develops SaaS solutions and are experts in the workflows of communication in healthcare. They offer their customers first-class solutions for handling all the unscheduled contact attempts made from patients every day with a unique system and digital communication in various forms. Aurora currently has closer to 100 employees working with development, sales, marketing, service and customer success in Sweden, Finland, the Netherlands and Spain.
To meet their constant double-digit growth, we are looking for a Customer Success Director to take on the challenge to lift Aurora Innovation’s customer success operations to the next level. You will be joining a team of highly motivated colleagues working closely together as a team, supporting each other with our competencies regardless of roles.
About the position
The main purpose of the Customer Success Director is to ensure that Aurora Innovation takes excellent care of their customers.
Main areas of responsibilities:
- Help team leaders to lead in the areas of License Delivery (Order Management), Customer Support and Customer Training, currently 18 members and three outsourcing partners.
- Drive organizational development of all three functions to meet the ever-increasing demands in a company that grows both in terms of volume and across geographies and languages.
- Contribute to making the organization capable of operating in an ever more scalable fashion, while at the same time preserving the great heart which always has been a significant part of Aurora's brand, and a key factor behind their successes and non-existing customer churn.
We are looking for a confident, customer focused and business-minded leader, skilled in building relationships with experience from a leadership position within customer-facing professions. We believe that you are a successful driver of cross-functional teams and projects in an international context. You have comprehensive background in customer-facing professions, and you have a proven track record in driving organizations development, such as process development, acquisition and implementation of state-of-the-art support systems. You understand how to build modern support organizations based on such digital support systems which are available to enable Aurora to surprise their customers.
You have an university education at the level of at least a bachelor’s degree, you area fluent in English (written and spoken) and Swedish is an advantage.
If you have experience from the ICT or Healthcare industries, that is a big plus.
About the organisation
Aurora Innovation was established 1996 in Uppsala, Sweden and today has closer to 100 employees working in development, sales, marketing, service delivery and customer success in its Sweden, Finland, the Netherlands and Spain. The turnover is approx. €12 million, and the profitable organic growth about 15% per year.
The company helps healthcare to increase its availability to patients. At the same time, the work environment of health care professionals that manage the unscheduled flow of incoming contact requests is significantly improved. The solutions also support management of emergency teams. The solutions have been crafted during years of close partnership with healthcare.
The company’s product Aurora teleQ is leading within case management and digital communication for healthcare. The customer base consists of care centers and wards within public regional and private care providers. In Sweden, more than 80% of all citizens meet Aurora teleQ when calling to primary care centers. In Finland the penetration is about 40%. In the Netherlands, Spain and Portugal, the business is growing quickly. The company undertakes an ambitious transformation in anticipation of a rapid expansion in Europe.
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