Csa

**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**:
**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 A