The Role
Own relationships with doctor customers across onboarding, implementation, training, adoption, retention, and satisfaction. Serve as the day-to-day contact, identify improvement opportunities, resolve concerns, coordinate with product and support teams, analyze CSAT and NPS trends, prepare client documentation, and collaborate with sales and marketing on referrals and case studies.
Summary Generated by Built In
Customer Success Manager
Working Days: Monday - Saturday (Saturday WFH)
Job Type: Full-Time
About Eka Care:
Eka Care is one of India's leading HealthTech startups, building at the intersection of Agentic AI and the doctor's daily workflow. Our products span ambient clinical documentation (EkaScribe), an EMR trusted by thousands of doctors across clinics and hospitals, personal health records, and developer infrastructure. Our systems are already live at scale - and we're now pushing the frontier of what AI agents can do inside real clinical environments.
Objectives of this role:
- Own the entire relationship with Doctors, including onboarding, implementation, training, adoption, retention, and satisfaction
- Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
- Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
- Communicate effectively with both internal and external senior managers to better understand customer needs, maximise retention and growth, and share learnings
- Maintain existing customer-success metrics and data as directed
Responsibilities:
- Serve as day-to-day contact for assigned doctor cohorts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
- Review the customer journey, determine how it's supported, and use a consultative approach to help clients overcome issues and achieve their goals
- Facilitate interaction and workflow among product team members, including the Support team, to ensure timely resolution
- Collaborate, problem-solve, and/or strategise with team members on upcoming client meetings
- Prepare documentation or visuals of campaign performance for clients; analyse trends in CSAT and NPS scores to identify areas for improvement
- Work with sales and marketing teams to boost customer referrals and develop case studies.
Required skills and qualifications:
- 1-3 years of experience in client relationship management, retention, client onboarding, or training.
- 2. Excellent communication skills in English and Hindi; proficiency in additional languages will be an added advantage.
- 3. Strong interpersonal skills with the ability to build trust and rapport with clients.
- 4. Ability to manage multiple client accounts and prioritise tasks effectively.
- 5. Solution-oriented approach with a focus on customer satisfaction.
- 6. Experience in handling client/customer concerns and ensuring timely resolutions.
- 7. Familiarity with CRM software is a plus.
Preferred skills and qualifications:
- Bachelor's degree or equivalent
- Knowledge of Customer Success & project management tools
- Experience in event planning
Full-Time Employee Benefits
- Medical Insurance & Accidental Insurance
- Maternity & Paternity Benefits
- PF, Gratuity, & Leave Encashment
- Salary Advance Policy
Skills Required
- 1-3 years of experience in client relationship management, retention, client onboarding, or training
- Excellent communication skills in English and Hindi
- Strong interpersonal skills and ability to build trust and rapport with clients
- Ability to manage multiple client accounts and prioritize tasks effectively
- Solution-oriented approach focused on customer satisfaction
- Experience handling client or customer concerns and ensuring timely resolutions
- Familiarity with CRM software
- Bachelor's degree or equivalent
- Knowledge of customer success and project management tools
- Experience in event planning
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The Company
What We Do
A digitally enabled and connected healthcare ecosystem for better health management. - Manage Your Health Records - Monitor Your Health Vitals - Easy To Use - Private And Secured - Govt. of India Approved #prioritizehealth
