Customer Success Executive

2 weeks ago

Gurugram, India Medanta Full time

Location : Gurgaon


Role Overview:

We are seeking a proactive Customer Success Executive (CSE) for the Digital Transformation team in our group of hospitals who will be responsible for driving the successful adoption of our new digital apps and portals. Acting as a bridge between the digital transformation team and the users (staff, patients, doctors, and other stakeholders), the person will ensure smooth on boarding, effective training, and continuous support to maximize user engagement. The primary goal will be to ensure that the platforms meet the needs of our users, enabling better patient care, enhanced user experience and operational efficiency.


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.

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 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.


Qualifications and Skills:

-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


Preferred Skills:

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

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

-Familiarity with healthcare workflows would be an advantage.


Core Competencies

-Pleasant personality, strong communication and interpersonal skills to manage diverse stakeholders.

-Analytical mind set with the ability to track engagement and adoption metrics.

-Ability to work collaboratively with cross-functional teams and handle feedback effectively.

-Problem-solving skills with a proactive approach to overcoming challenges and more so during implementations by navigating through the problem, providing work around / alternatives and breaking complexity into simpler pieces.

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