Customer Success Manager

About Eka Care:

eka.care is a digitally enabled and connected healthcare ecosystem for better health outcomes. Founded by the co-founders of Goibibo and architects of Aarogya Setu, Eka care is a Bangalore-based health start-up that is building a technology platform by enabling everyone get better health outcomes and solve problems for patients and doctors alike.

Role: Customer Success Manager

Working Days: Monday - Saturday

Objectives of this role:

• Own the entire relationship with Doctors, including onboarding, implementation, training, adoption, retention, and satisfaction
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
• Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximise retention and growth, and share learnings
• Maintain existing customer-success metrics and data as directed

Responsibilities:

• Serve as day-to-day contact for assigned doctor cohorts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
• Review the customer journey, determine how it's supported, and use a consultative approach to help clients overcome issues and achieve their goals
• Facilitate interaction and workflow among product team members, including the Support team, to ensure timely resolution
• Collaborate, problem-solve, and/or strategies with team members on upcoming client meetings
• Prepare documentation or visuals of campaign performance for client; analyse trends in CSAT and NPS scores to identify areas for improvement
• Work with sales and marketing teams to boost customer referrals and develop case studies

Required skills and qualifications:

1. 1-3 years of experience in client relationship management, retention, client onboarding, or training.

2. Excellent communication skills in English, Kannada, and Hindi; proficiency in additional languages will be an added advantage.
3. Strong interpersonal skills with the ability to build trust and rapport with clients.
4. Ability to manage multiple client accounts and prioritise tasks effectively.
5. Solution-oriented approach with a focus on customer satisfaction.
6. Experience in handling client/customer concerns and ensuring timely resolutions.
7. Familiarity with CRM software is a plus.
8. Willingness to travel within the city as required for client meetings and on-site training sessions.

Preferred skills and qualifications:

• Bachelors degree or equivalent
• Knowledge of Customer Success & project management tools
• Experience in event planning

Full Time Employee Benefits:

• Insurance Benefits - Medical Insurance, Accidental Insurance
• Parental Support - Maternity Benefit, Paternity Benefit Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment
• Other Benefits - Car Lease, Salary Advance Policy