Customer Success Executive

Key Responsibilities

Implementation & Configuration

• Install, configure, and implement hospital software systems based on client requirements.  
• Customize application settings and import master data aligned with hospital processes. 
• Possess a basic understanding of integrating the software with HIS data. 
• Collaborate with product and technical teams to influence platform feature enhancements based on client needs 

Client Coordination & Support

• Collaborate with various hospital departments (Administration, Billing, Laboratory, Pharmacy, Nursing, etc.) to gather requirements and map suitable solutions. 
• Conduct User Acceptance Testing (UAT) and ensure smooth and successful go live. 
• Provide both onsite and remote support during post-implementation phases. 
• Diagnose and resolve technical and functional issues promptly and efficiently. 
• Track implementation progress and proactively mitigate risks or delays. 
• Conduct periodic success reviews with clients to identify additional value-add modules or optimizations 

Training & Documentation

• Conduct end-user and hospital staff training sessions on implemented modules. 
• Document client feedback, release plans, and maintain implementation reports. 

Technical Activities

• Perform SQL data validations and execute basic queries for troubleshooting and reporting. 
• Coordinate with development teams to issue escalation, patch deployment, and enhancement requests. 
• Contribute to continuous improvement by analyzing common client issues and recommending platform improvements 
• Assist in defining and maintaining data security and access control policies during implementation 

Required Skills and Competencies

• Solid understanding of hospital workflows and healthcare IT systems. 
• Familiarity with Windows Server environments and fundamental networking concepts. 
• Strong analytical, troubleshooting, and problem-solving skills. 
• Excellent communication, presentation, and client-handling abilities. 
• Ability to work independently while managing multiple projects effectively. 

Qualifications

• Bachelor's degree in computer science, Information Technology, Biomedical Engineering, or related field. 
• 1–3 years of experience in HIS/EMR or healthcare software implementation. 

Preferred Experience

• Hands-on implementation experience in healthcare software 
• Familiarity with cloud-based or web-based hospital applications. 
• Basic ideas about No-Code and Low-Code Platforms. 

Key Attributes

• Customer-focused and committed to quality service delivery. 
• Willingness to travel to client sites for onsite support. 
• Strong documentation, coordination, and follow-up skills. 
• Collaborative team player with adaptability and a proactive attitude.