Customer Success Executive

Job Location - Gurgaon

Working Days - 6 days from the office

Role & responsibilities

1. User Training and On-boarding:

-Provide one-on-one or group coaching and hand-holding for key stakeholders to ensure comfort with the platform.

-Develop and deliver training programs (in-person and online) for doctors, staff, patients, and other stakeholders on how to use the new apps/portals.

-Create user-friendly guides, videos, and FAQs to support self-learning.

2. Stakeholder Management:

-Serve as the primary point of contact for users, addressing queries and feedback regarding the apps/portals.

-Work closely with department heads, doctors, nurses, administrative staff, and other stakeholders to meet their needs.

-Facilitate communication between the digital transformation team and end users, gathering input on potential improvements.

3. Customer Success Strategy:

-Design and implement a long-term strategy to ensure continued success and value delivery through digital platforms.

-Develop key performance indicators (KPIs) to measure success, such as user satisfaction, app adoption rates, and operational efficiencies.

4. Adoption and Engagement:

-Monitor usage data to track adoption and engagement levels, and devise strategies to increase user interaction with the platforms.

-Identify and resolve barriers to adoption, ensuring the platforms add value to daily operations, enhance user experience, and improve patient care.

-Develop campaigns to encourage continued engagement and educate users on new features.

Celebrate successes.

5. Issue Resolution and Support:

-Provide ongoing support to users, troubleshooting technical or usage issues in collaboration with the digital transformation team.

-Ensure timely resolution of issues to maintain high levels of satisfaction and trust in the digital tools.

6. Feedback and Continuous Improvement:

-Regularly gather user feedback to inform improvements and enhancements to the apps/portals.

-Work with the digital transformation team and development teams to prioritize feature requests based on user input.

Preferred candidate profile

An Ideal candidate for the role would comprise the following:

1. MBA, preferably in healthcare or Bachelor's degree in business or IT.

2. 2-4 years of experience out of which 1+ years of experience in customer success, account management, or project management, preferably in healthcare or in e-commerce platforms or consumer-facing apps.

3. Prior experience in healthcare technology or digital transformation projects. Experience in managing digital tools, apps, or SaaS platforms.

4. Experience in delivering training and support to non-technical users.