Customer Success Executive

About the Company:

HEAPS is an expert-led AI-driven health tech platform that helps in optimizing care management. HEAPS uses cutting-edge technologies, data analytics, and artificial intelligence to create highly efficient and effective care management systems for insurers, hospitals, corporates, and patients.

We are looking for an experienced Customer Success Executive (CSE) to oversee the post-sales customer experience and ensure the successful implementation of Heaps.ai’s solutions. The CSE will be responsible for managing daily operations and internal stakeholders.

Key Responsibilities:

Client Onboarding and Implementation:

· Support the onboarding process for new clients, ensuring a seamless transition from Business Development to the Customer Success team.

· Oversee the implementation of Heaps.ai’s solutions, ensuring that all client requirements are met.

Client Relationship Management:

· Serve as the main point of contact for clients post-onboarding, ensuring continuous support and addressing client needs or concerns.

· Conduct regular meetings to review project progress, performance, and improvements with the key account manager / CS Manager.

Project Oversight and Reporting[HH1] :

· Provide insights to Key Account Manager / CS Manager on client data to deepen the engagement. Generate reports as defined by the account manager.

· Analyze client data and generate actionable insights to improve project outcomes.

· Prepare regular reports showcasing key metrics, insights, and recommendations.

Stakeholder and Vendor Management:

· Manage internal teams (including healthcare advocates or physicians) and external vendors to ensure effective project execution.

· Coordinate with cross-functional teams to align project goals and deliverables with client expectations.

Continuous Improvement:

· Identify opportunities for continuous process improvement and work towards optimizing project efficiency and effectiveness.

· Conduct regular audits to assess project performance and ensure compliance with SLAs.

Client Success and Upsell:

· Ensure clients are fully utilizing the solutions offered and help them achieve their business goals.

· Manage client feedback and ensure any issues are promptly resolved.

Experience:

2-3 years of experience in client services/project/account management preferably in health tech or SaaS.

Education:

Bachelor's in business, Healthcare, or related; MBA or equivalent is a plus.

Key Traits:

· Excellent problem-solving and critical thinking abilities.

· Excellent communication skills

· Ability to manage multiple projects simultaneously and meet deadlines.

· Analytical mindset with a strong attention to detail.

· Dealing with ambiguity

Languages :

English, Telugu & Hindi. Other regional languages are beneficial.

Job Type: Full-time

Pay: ₹40,000.00 - ₹55,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Ability to commute/relocate:

• Gachibowli, Hyderabad, Telangana: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• client services: 2 years (Preferred)

Language:

• English (Preferred)

Work Location: In person