Customer Success Associate

3 weeks ago

Bengaluru, India HealthAsyst® Full time
About HealthAsyst
HealthAsyst® is an IT service and product company. It is a leading provider of IT services to some of the largest healthcare IT vendors in the United States. We bring the value of cutting-edge technology through our deep expertise in product engineering, custom software development, testing, large-scale healthcare IT implementation and integrations, on-going maintenance and support, BI & Analytics, and remote monitoring platforms. As a true partner, we help our customers navigate a complex regulatory landscape, deal with cost pressures, and offer high-quality services. As a healthcare transformation agent, we enable innovation in technology and accelerate problem-solving while delivering unmatched cost benefits to healthcare technology companies. HealthAsyst is now a Great Place to Work-Certified™ & our product has also been consistently recognized for high customer credibility by Gartner, Capterra etc.
Job Description: Customer Success Associate
Position: Customer Success Associate
Department: Customer Success
Reports To: Senior Customer Success Manager
Overview:
The Customer Success Associate will be instrumental in building and maintaining strong relationships with our customers, ensuring high satisfaction levels with our products, and providing comprehensive support throughout the customer lifecycle. The ideal candidate will possess excellent relationship management skills, a solid understanding of US Healthcare processes, and the ability to drive customer success through proactive engagement and effective problem-solving. Additionally, the role includes responsibilities for upselling, cross-selling, and meeting revenue targets.
Key Responsibilities:
Customer Relationship and Satisfaction:
Develop and nurture strong relationships with customers starting from the pre-sales period.
Ensure high customer satisfaction in terms of product usage and value received.
Monitor and understand customer satisfaction through various performance indicators (KPIs).
Conduct periodic reviews with customers to present product value using metrics and discuss new features and their potential benefits.
Address and mitigate any risks, concerns, or challenges faced by customers.
Monitor customer support tickets and statuses, taking appropriate actions to maintain optimal levels.
Product and Process Knowledge:
Maintain a strong understanding of US Healthcare processes and practices.
Acquire in-depth knowledge of the CheckinAsyst product, its value propositions, workarounds, and limitations.
Effectively communicate the product's value to customers and understand any pain points.
Provide feedback to the solution team on implementation challenges to optimize the process.
Implementation Support:
Understand customer pain points, goals, and how the product addresses these issues.
Capture baseline metrics for customers and document them in SharePoint.
Collaborate with experts and mentors to overcome implementation challenges.
Manage stakeholder expectations during implementation, including customers, Sales, and HA management.
Define meeting agendas and minutes of meetings (MOM) with customers during implementation.
Serve as an escalation point for implementation/support issues and dependencies.
Liaise with external vendors to resolve implementation issues.
Monitor customer sentiment during implementation and report to management.
Handle scope management, change management, and change requests during implementation.
Measure and baseline KPIs for customers during implementation and assist in transitioning to the support team.
Upgrades and Post Go-Live Support:
Act as an escalation point for production support teams regarding customer issues.
Define and communicate the business value of new product features.
Provide product demos for new releases/modules.
Collaborate with customers to schedule upgrades with the L3 team.
Ensure upgrades deliver the promised business value to customers.
Suggest workflow optimizations based on customer usage and feedback.
Facilitate additional training sessions for customers as needed.
Revenue Generation:
Identify opportunities for upselling and cross-selling to customers.
Achieve and exceed revenue targets through strategic customer engagements.
Present and promote additional features or modules that align with customer needs.
Requirements:
Must-Have:
Strong ability to learn and adapt to new products.
Excellent client relationship management skills.
Proactive approach with strong project management skills.
Street-smart attitude and customer-oriented approach.
Ability to identify upsell and cross-sell opportunities and meet revenue targets.
Good to Have:
High emotional intelligence.
Background in US Healthcare IT.
Strong presentation skills.
Meeting etiquette and professionalism.
What you will get :
Bi-Annual Salary Reviews
Flexible working hour
Three Day Hybrid Model
Market competitive pay
GMC (Group Mediclaim) : Provides Insurance coverage of Rs. 3 lakhs + a corporate buffer of 2 Lakhs per family. This is a family floater policy, and the company covers all the employees, spouse, and up to two children
Employee Wellness Program - HealthAsyst offers unlimited online doctor consultations for self and family from a range of 31 specialties for no cost to employees. And OPD consultations with GP Doctors are available in person for No Cost to employees
GPA (Group Personal Accident) : Provides insurance coverage of Rs. 20 lakhs to the employee against the risk of death/injury during the policy period sustained due to an accident
GTL (Group Term Life) : Provides life term insurance protection to employees in case of death. The coverage is one time of the employee’s CTC
Employee Assistance Program : HealthAsyst offers complete confidential counselling services to employees & family members for mental wellbeing
Sponsored upskills program : The company will sponsor up to 1 lakh for certifications/higher education/skill upskilling.
Flexible Benefits Plan – covering a range of components like
· National Pension System.
· Internet/Mobile Reimbursements.
· Fuel Reimbursements.
· Professional Education Reimbursement

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