Customer Success Manager - Healthcare

Description:

- Department: W3Global (Talent Pathway).

- Work Timings: 7:30 PM 4:30 AM IST (Fixed Saturday & Sunday Week Offs).

- Work Location: Kothaguda, Hyderabad (Work from Office).

- Compensation: As per Company Norms + Performance Incentives.

Key Responsibilities:

Client Relationship & Success Management:

- Act as the primary relationship manager for assigned healthcare staffing clients.

- Build strong, long-term client partnerships focused on retention and growth.

- Conduct regular check-ins, business reviews, and feedback sessions to ensure customer satisfaction.

- Monitor client usage, identify engagement gaps, and recommend optimization strategies.

Onboarding & Adoption:

- Oversee smooth onboarding of new clients, ensuring proper configuration, training, and adoption of the ATS platform.

- Develop and deliver tailored product training sessions for end users.

- Create documentation and resources to support customer learning and self-service.

Strategic Account Growth:

- Identify cross-sell and upsell opportunities by understanding client goals and business needs.

- Partner with sales and product teams to align customer strategy with platform enhancements.

- Ensure clients realize measurable ROI through the ATS solution.

Support & Escalation Management:

- Collaborate with technical support and product teams to resolve escalated issues quickly.

- Track and analyze common support themes to proactively prevent future problems.

Insights & Reporting:

- Maintain detailed client interaction records and success metrics in CRM.

- Prepare periodic reports on client engagement, retention, and satisfaction trends.

Qualifications:

- 3+ years of experience in Customer Success, Account Management, or Client Services within an ATS environment.

- Strong understanding of healthcare recruitment workflows and ATS usage is highly desirable.

- Excellent communication, presentation, and relationship-building skills.

- Experience with CRM and customer success tools (e.g., Salesforce, HubSpot, Ceipal, JobDiva, Zendesk).

Preferred Skills:

- Proven ability to manage multiple clients and deliver high-quality outcomes under tight timelines.

- Analytical mindset with strong problem-solving and troubleshooting capabilities.

- Passion for delivering exceptional customer experiences and driving long-term success.

Compensation & Benefits:

- Competitive base salary with performance-based incentives.

- Comprehensive Health, Accidental, and Life Insurance.

- Professional development and career growth opportunities.

- Collaborative, people-first culture focused on customer excellence.