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Medanta the Medicity

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4.1

based on 1.3k Reviews

66 Medanta the Medicity Jobs

Customer Success Executive

Medanta

4.1

based on 1.3k Reviews

1-5 years

Gurgaon / Gurugram

1 vacancy

Customer Success Executive

Medanta the Medicity

posted 1mon ago

Job Role Insights

Flexible timing

Key skills for the job

Healthcare Project Management Operations Key Account Management Digital Transformation Troubleshooting

+ 2 more

Job Description

Key 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 ensure their specific needs are met.

-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 the 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.

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 feedback from users 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.

Qualification

-Education: MBA, preferably in healthcare or Bachelor degree in business or IT.

-Experience: 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

Experience

3-7 years

Employment Type: Full Time, Permanent

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