Customer Success Manager - Healthcare Firm

Customer Success Manager - Healthcare MNC

Industry - Healthcare / Medical / Hospital

Skills - Customer Service

Job Description : The role bridges the gap between sales and customer support by continuously improving and implementing Customer Success Platform.

Client Details : Our client is one of the market leaders in their segment of Medical Products and Technology with high percentage growth rate and presence in nearly a 100 countries.

Description :

1. Sourcing systems and tools needed to help the Customer Success teams increase productivity and improve scale

2. Developing an early warning system, playbooks, standardised processes, and work-flows

3. Collaborating cross-functionally to build a digital engagement strategy and automating touch-points where possible

4. Focus on adding value and reducing churn, establish clear client retention goals

5. Proactively identify customer performance improvement opportunities leveraging robust data

6. Proactive problem resolution - check in with clients monthly and gauge their satisfaction. If any red flags, act immediately to fix the problem before it becomes a complaint.

Profile :

- MBA/Masters preferred; Technical degree preferred

- Health-care/Pharmaceuticals experience required (6-10 yrs)

- Recent Gain-sight experience required

- Technical writing skills and experience building a knowledge base for how platforms and systems are set up and why

Job Offer :

Successful candidate gets an opportunity to work with a fast growing global MNC with high standards of work ethics and a dynamic company culture that promotes innovation and encourages collaborations.

Contact - Tanya Sharma - +91 124 452 5409

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