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Customer Success Executive

3 weeks ago

Gurugram Haryana, India Medanta Full time

**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