Customer Success Onboarding Clinic Cloud - Barcelona/Almuñecar

Docplanner
Full_timeBarcelona, Spain

📍 Job Overview

  • Job Title: Customer Success Onboarding Clinic Cloud - Barcelona/Almuñecar
  • Company: Docplanner
  • Location: Barcelona, Catalonia, Spain
  • Job Type: A jornada completa (Full-Time)
  • Category: Customer Success
  • Date Posted: 2025-08-01
  • Experience Level: 0-2 años (Entry/Mid Level)
  • Remote Status: Hybrid (1 day per week in Barcelona or Almuñecar)

🚀 Role Summary

  • Key Responsibilities: Provide onboarding and support to clients, ensuring they maximize the use of the platform and its features.
  • Key Skills: Customer Success, Customer Experience, Problem Solving, Communication, Organization, Attention to Detail, Proactivity, CRM Systems, Empathy, Active Listening, Technical Skills, User Orientation.

📝 Enhancement Note: This role focuses on client success and onboarding, requiring strong communication, problem-solving, and user orientation skills. Proficiency in CRM systems and a user-centric mindset are essential for success in this position.

💻 Primary Responsibilities

  • Client Onboarding & Training:

    • Provide training to clients on the platform and its features primarily through email, phone, and chat.
    • Guide users, resolve their doubts, and ensure they maximize the product's benefits.
  • Client Relationship Management:

    • Build and maintain strong relationships with clients.
    • Understand clients' needs and provide tailored solutions to meet their objectives.
  • Feedback Collection & Improvement:

    • Collect feedback from clients to propose improvements and optimize the user experience.
    • Collaborate with internal teams to implement changes and enhancements based on client feedback.
  • Incident Management & Coordination:

    • Manage and resolve client incidents, ensuring a smooth and efficient workflow.
    • Coordinate with other teams to address complex issues and ensure client satisfaction.
  • NPS & Service Activation Metrics:

    • Achieve targets related to Net Promoter Score (NPS) and service activation metrics.
    • Monitor and report on key performance indicators (KPIs) to track progress and success.

📝 Enhancement Note: This role requires a strong focus on client success, with responsibilities ranging from onboarding and training to incident management and performance tracking. Excellent communication and problem-solving skills are crucial for success in this position.

🎓 Skills & Qualifications

Education: A bachelor's degree in a relevant field or equivalent experience.

Experience: At least 1 year of experience in Customer Success or Customer Experience roles.

Required Skills:

  • Strong user orientation and empathy.
  • Excellent active listening and communication skills.
  • High problem-solving ability and efficiency in incident management.
  • Proficiency in CRM systems (Salesforce, HubSpot is a plus).
  • Medium-level computer skills, including Gmail, web browsers, word processing, and Excel.
  • Native or high-level Spanish proficiency.

Preferred Skills:

  • Previous experience in call center or medical reception roles.
  • Knowledge of the healthcare industry or relevant experience in a similar role.
  • Familiarity with Salesforce or other CRM systems.

📝 Enhancement Note: This role requires a strong user-centric mindset, excellent communication skills, and proficiency in CRM systems. Previous experience in call center or medical reception roles can be beneficial but is not required.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

  • Demonstrate strong communication and problem-solving skills through case studies or success stories.
  • Showcase your ability to manage client relationships and drive user adoption and satisfaction.
  • Highlight your proficiency in CRM systems and your understanding of the customer success process.

Technical Documentation:

  • Provide examples of your ability to document and track client interactions, incidents, and feedback.
  • Showcase your understanding of key performance indicators (KPIs) and metrics related to customer success.

📝 Enhancement Note: While a traditional web portfolio may not be applicable to this role, candidates should focus on demonstrating their customer success and communication skills through relevant case studies and examples.

💵 Compensation & Benefits

Salary Range: The salary range for this role is €24,000 - €32,000 per year, depending on experience and qualifications. This estimate is based on market research for customer success roles in Barcelona, Catalonia, Spain.

Benefits:

  • Private Medical Insurance with Adeslas.
  • Wellness Membership with Wellhub.
  • Birthday Off (optional).
  • Free Language Classes (English, German, Italian, French, Portuguese, etc.).
  • Office Breakfasts.
  • Stock Options Plan after 6 months.
  • Competitive salary.

Working Hours: Full-time (40 hours per week) with a hybrid work arrangement, requiring 1 day per week in the Barcelona or Almuñecar office.

📝 Enhancement Note: The salary range and benefits package are competitive for the customer success role in Barcelona, Catalonia, Spain. The hybrid work arrangement offers flexibility while maintaining office presence for collaboration and team building.

🎯 Team & Company Context

🏢 Company Culture

Industry: Docplanner is a global leader in the digital health sector, connecting patients with healthcare professionals through its marketplace and mobile app.

Company Size: Docplanner is a multinational company with presence in over 13 countries, employing more than 1,000 people worldwide. This size allows for ample growth opportunities and a diverse range of projects.

Founded: Docplanner was founded in 2007, with Doctoralia, the company's flagship brand, launching in Spain in 2017. The company has since grown to become a leading player in the digital health market.

Team Structure:

  • The Customer Success team is responsible for onboarding, supporting, and retaining clients.
  • The team works closely with other departments, including Sales, Product, and Marketing, to ensure client needs are met and feedback is incorporated into platform development.

Development Methodology:

  • Docplanner follows Agile methodologies, with a focus on continuous improvement and client-centric development.
  • The company emphasizes cross-functional collaboration, with regular team meetings and stand-ups to ensure alignment and progress.

Company Website: Docplanner

📝 Enhancement Note: Docplanner's company culture is characterized by a strong focus on client success, continuous improvement, and cross-functional collaboration. The company's size and growth trajectory offer ample opportunities for career development and growth.

📈 Career & Growth Analysis

Customer Success Career Level: This role is an entry to mid-level position in the customer success career path. It provides an excellent opportunity to gain experience in client management, communication, and problem-solving.

Reporting Structure: The Customer Success Onboarding Specialist reports directly to the Customer Success Manager, with a dotted line to the Head of Customer Success.

Technical Impact: This role has a direct impact on client satisfaction, platform adoption, and user experience. By ensuring clients maximize the use of the platform, the Customer Success Onboarding Specialist contributes to Docplanner's overall success and growth.

Growth Opportunities:

  • Career Progression: With experience and strong performance, candidates can progress to Senior Customer Success Specialist, Customer Success Manager, or other leadership roles within the Customer Success department or broader organization.
  • Technical Skill Development: Docplanner encourages continuous learning and provides opportunities for employees to develop their skills and expertise in customer success, CRM systems, and related technologies.
  • Leadership & Mentoring: As employees gain experience, they may have the opportunity to mentor new team members, contribute to process improvement, and drive the team's success.

📝 Enhancement Note: This role offers a clear career progression path, with opportunities for growth and development in customer success, leadership, and technical skills. Docplanner's commitment to continuous learning and improvement supports employees' professional growth and career advancement.

🌐 Work Environment

Office Type: Docplanner's offices are modern, collaborative spaces designed to foster teamwork and innovation. The Barcelona office offers stunning views of the sea, while the Almuñecar office is newly opened and equipped with state-of-the-art facilities.

Office Location(s): Barcelona, Catalonia, Spain (with stunning sea views) and Almuñecar, Andalusia, Spain (newly opened).

Workspace Context:

  • Collaborative Environment: Docplanner's offices are designed to encourage teamwork, with open-plan workspaces, meeting rooms, and breakout areas.
  • Development Tools & Resources: The company provides employees with the necessary tools and resources to perform their jobs effectively, including access to relevant software, training, and support.
  • Cross-Functional Collaboration: Docplanner fosters a culture of collaboration and knowledge sharing, with regular team meetings and cross-functional projects to ensure alignment and success.

Work Schedule: Full-time (40 hours per week) with a hybrid work arrangement, requiring 1 day per week in the Barcelona or Almuñecar office. The work schedule is flexible, with a focus on results and performance rather than strict hours.

📝 Enhancement Note: Docplanner's work environment is characterized by modern, collaborative offices, a strong focus on teamwork, and a flexible work schedule that prioritizes results and performance. The company's commitment to cross-functional collaboration and knowledge sharing supports employees' professional growth and success.

📄 Application & Technical Interview Process

Interview Process:

  1. Initial Screening: A phone or video call with the Talent Acquisition team to assess communication skills, cultural fit, and basic qualifications.
  2. Manager/Business Case Interview: A conversation with the Customer Success Manager to discuss the role, team dynamics, and business case scenarios.
  3. Head of CS Check: A final interview with the Head of Customer Success to evaluate skills, experience, and cultural fit.

Portfolio Review Tips:

  • Highlight your ability to manage client relationships and drive user adoption and satisfaction.
  • Showcase your proficiency in CRM systems and your understanding of the customer success process.
  • Demonstrate your strong communication and problem-solving skills through case studies or success stories.

Technical Challenge Preparation:

  • Familiarize yourself with Docplanner's platform and its features.
  • Brush up on your CRM system knowledge, with a focus on Salesforce or other relevant tools.
  • Prepare for scenario-based questions that assess your problem-solving skills, communication, and customer success mindset.

ATS Keywords: Customer Success, Customer Experience, Problem Solving, Communication, Organization, Attention to Detail, Proactivity, CRM Systems, Empathy, Active Listening, Technical Skills, User Orientation, Salesforce, HubSpot, Customer Success Manager, Customer Success Specialist, Client Relationship Management, Incident Management, KPIs, NPS, Agile Methodologies, Cross-Functional Collaboration, Customer Success Career Path, Leadership, Mentoring, Continuous Learning, Hybrid Work Arrangement, Office Environment, Teamwork, Knowledge Sharing, Client Satisfaction, Platform Adoption, User Experience.

📝 Enhancement Note: The interview process for this role focuses on assessing communication skills, problem-solving abilities, and cultural fit. Candidates should highlight their customer success and CRM system proficiency, as well as their understanding of the customer success process and relevant industry trends.

🛠 Technology Stack & Web Infrastructure

CRM Systems:

  • Salesforce (primary CRM system)
  • HubSpot (additional CRM system, a plus)

Communication & Collaboration Tools:

  • Email (Gmail)
  • Phone (VoIP, mobile)
  • Chat (intercom, live chat)
  • Project Management (Asana, Trello)
  • Team Collaboration (Slack, Microsoft Teams)

Office Suite & Productivity Tools:

  • Word Processing (Microsoft Office, Google Workspace)
  • Spreadsheets (Microsoft Excel, Google Sheets)
  • Presentations (Microsoft PowerPoint, Google Slides)

📝 Enhancement Note: While this role does not require extensive knowledge of web development or server administration technologies, proficiency in CRM systems, communication tools, and office suite applications is essential for success in this position.

👥 Team Culture & Values

Customer Success Values:

  • Think like an owner: Take ownership of client relationships and drive their success as if the platform were your own.
  • Learn and be curious: Continuously seek to improve your skills and knowledge in customer success, CRM systems, and relevant technologies.
  • Focus on results: Prioritize client satisfaction, platform adoption, and user experience metrics to drive success.
  • Keep it lean, keep it simple: Streamline processes and workflows to maximize efficiency and effectiveness.
  • Be respectful and radically honest: Foster a culture of open communication, collaboration, and mutual respect.

Collaboration Style:

  • Cross-functional integration: Work closely with sales, product, marketing, and other departments to ensure client needs are met and feedback is incorporated into platform development.
  • Code review culture: Encourage knowledge sharing, peer learning, and continuous improvement through regular team meetings and stand-ups.
  • Knowledge sharing & mentoring: Support the growth and development of team members through mentoring, training, and skill-sharing opportunities.

📝 Enhancement Note: Docplanner's customer success values emphasize a strong focus on client success, continuous learning, and cross-functional collaboration. The company's culture fosters a supportive and inclusive environment that prioritizes open communication, knowledge sharing, and mutual respect.

⚡ Challenges & Growth Opportunities

Technical Challenges:

  • Client Onboarding: Develop and refine onboarding processes to ensure clients maximize the use of the platform and its features.
  • Incident Management: Manage and resolve client incidents efficiently, minimizing downtime and ensuring client satisfaction.
  • Platform Adoption: Drive user adoption and engagement through targeted communication, training, and support.
  • User Experience: Collaborate with product and design teams to improve the user experience and optimize platform performance.

Learning & Development Opportunities:

  • Customer Success Training: Participate in customer success training programs and workshops to develop your skills and expertise.
  • CRM System Certification: Pursue relevant CRM system certifications (Salesforce, HubSpot) to enhance your knowledge and proficiency.
  • Industry Events & Conferences: Attend customer success industry events, conferences, and webinars to stay up-to-date on best practices and trends.
  • Mentoring & Leadership Development: Seek mentoring opportunities and leadership development programs to advance your career in customer success.

📝 Enhancement Note: This role presents various technical challenges and growth opportunities, with a strong focus on client success, platform adoption, and user experience. Docplanner supports employees' professional development through customer success training, CRM system certifications, industry events, and mentoring programs.

💡 Interview Preparation

Technical Questions:

  • Customer Success Fundamentals: Demonstrate your understanding of customer success principles, metrics, and best practices.
  • CRM System Proficiency: Showcase your knowledge of Salesforce, HubSpot, or other relevant CRM systems.
  • Problem-Solving Scenarios: Walk through real-life scenarios that illustrate your ability to manage client relationships, resolve incidents, and drive user adoption.

Company & Culture Questions:

  • Docplanner's Mission & Values: Explain how you align with Docplanner's mission to help people live healthier, happier lives through technology.
  • Customer Success at Docplanner: Describe your understanding of the customer success role within Docplanner and how you would contribute to the team's success.
  • Team Dynamics & Collaboration: Discuss your experience working in a cross-functional team environment and how you would collaborate with other departments to ensure client satisfaction.

Portfolio Presentation Strategy:

  • Client Success Stories: Highlight your ability to manage client relationships, drive user adoption, and improve user experience through case studies or success stories.
  • CRM System Proficiency: Demonstrate your proficiency in Salesforce, HubSpot, or other relevant CRM systems through examples of your work and achievements.
  • Communication & Problem-Solving Skills: Showcase your strong communication and problem-solving skills through real-life scenarios and examples.

📝 Enhancement Note: The interview process for this role focuses on assessing customer success fundamentals, CRM system proficiency, problem-solving abilities, and cultural fit. Candidates should highlight their understanding of Docplanner's mission, values, and team dynamics, as well as their ability to manage client relationships and drive user adoption.

📌 Application Steps

To apply for this Customer Success Onboarding Specialist position at Docplanner:

  1. Tailor Your Resume: Highlight your relevant experience in customer success, customer experience, or related fields. Emphasize your communication, problem-solving, and CRM system skills.
  2. Prepare for the Interview: Familiarize yourself with Docplanner's platform, CRM systems, and customer success best practices. Research the company, its mission, and values to demonstrate your alignment and enthusiasm.
  3. Showcase Your Portfolio: Prepare case studies or success stories that illustrate your ability to manage client relationships, drive user adoption, and improve user experience. Highlight your proficiency in CRM systems and your understanding of the customer success process.
  4. Demonstrate Your Enthusiasm: Express your excitement for the role and the opportunity to contribute to Docplanner's mission and success. Show your eagerness to learn, grow, and make an impact on the team and the company.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer success industry-standard assumptions. All details should be verified directly with Docplanner before making application decisions.

Application Requirements

At least 1 year of experience in Customer Success or Customer Experience is required. Strong user orientation, problem-solving skills, and proficiency in CRM systems are essential.