Customer Success Executive

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EncoreMed is a health-tech company founded in 2016 focusing on innovating digital experience for healthcare operations and has a strong portfolio in transforming numerous business operations and processes for hospitals within the region.

EncoreMed vision is to help hospitals and healthcare institutes by providing patients with a simpler and smarter healthcare experience. Progressing with a team of 30 team members, EncoreMed has been building sophisticated engines to meet complex hospital processes, innovating more products to ensure that the company products and services are moving ahead along with the technological advancements primarily in automation, artificial intelligence, and Internet-of-Things.

Overview

Job Summary : As a Customer Success Executive, you'll play a key role in ensuring our customers receive not only a great product but also an outstanding service experience. Reporting to the Customer Success Manager, you will support customer onboarding, retention, and growth by building strong relationships and acting as a key liaison between our clients and internal teams including Sales, Product, Marketing, and Development.

Responsibilities

• Support the Customer Success Manager in managing the overall customer relationship lifecycle – from onboarding and training to retention and satisfaction.
• Serve as the main point of contact for customers; act as their advocate within the company and champion their feedback and needs.
• Work closely with the Product team to relay feature requests, report bugs, and suggest improvements based on customer feedback.
• Provide expert knowledge of Encore Med’s platform to help customers maximise its value.
• Drive high levels of customer engagement to accelerate their success and satisfaction.
• Proactively grow and support the customer community.
• Identify potential upsell or expansion opportunities and relay them to the Sales team.
• Respond promptly to support queries and provide reliable solutions or guidance.
• Manage tools and platforms that support customer success operations.
• Monitor customer health metrics, track engagement levels, and take proactive steps to address potential issues.
• Assist in identifying and overcoming product adoption challenges.

Qualifications

Seniorit y level

Employment type

Job function

Industries

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