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.