Customer Success Manager

Business Unit :

PrognoCIS EHR Software developed owned and supported by Bizmatics Inc. is a feature-rich solution designed with specialty-specific workflows tailored for clinics. Built with user experience in mind PrognoCIS offers intuitive navigation and comprehensive encounter documentation and is fully certified by CMS.

PrognoCIS delivers a complete HealthCare IT solution ideal for both small practices and large multi-specialty group clinics. The platform includes a wide range of key features such as Electronic Health Records (EHR) Practice Management Medical RCM Services Electronic Prescriptions Bi-Directional Lab Interfaces Patient Portal and Telemedicine.

Job Summary :

We are seeking a highly motivated and customer-centric individual to join our team as a SaaS Customer Success this role you will be responsible for building and maintaining strong relationships with our PrognoCIS clients ensuring their success satisfaction and long-term retention. Acting as a trusted advisor you will help customers achieve their business goals through effective product utilization and strategic guidance. The position involves proactive communication relationship management and collaboration with cross-functional teams including Support Implementation Product and Finance to deliver a seamless customer experience.

Primary Functions :

• Monitor customer adoption and usage of the Bizmatics EHR Platform conducting regular monthly or quarterly business review meetings to assess progress and identify opportunities for improvement.
• Establish and execute clear customer retention and success goals to maximize satisfaction drive adoption and ensure long-term value.
• Proactively monitor customer engagement and product utilization identifying opportunities for upselling cross-selling or account expansion.
• Serve as the primary escalation point for both business and technical issues providing centralized ownership and coordination within PrognoCIS.
• Collaborate closely with the Technical Support and Product teams to ensure prompt resolution of customer inquiries and seamless communication.
• Build and maintain strong trust-based relationships with key stakeholders across client organizations.
• Deeply understanding customer business goals challenges and desired outcomes to ensure alignment with product capabilities and success metrics.
• Identify and nurture customer advocates who can provide testimonials participate in case studies or serve as references.
• Gather and analyze customer feedback on product functionality usability and overall satisfaction to drive continuous improvement.
• Collaborate with the Product Development team to rely on actionable insights that influence the product roadmap.
• Analyze customer data and usage trends to detect patterns predict risks and recommend improvements to enhance value realization.
• Leverage data analytics and AI-driven insights to provide customers with strategic recommendations on optimizing their experience and maximizing ROI from the SaaS platform. (New market trend addition)
• Present relevant feature enhancements product updates or new modules that align with customer needs and growth objectives.
• Partner with Marketing Product and Customer Experience teams to ensure consistent communication enhance customer engagement and promote new product functionalities.
• Align customer success initiatives with broader marketing and organizational goals ensuring customers are informed engaged and empowered at every stage of their lifecycle.
• Collaborate with the Finance and Accounting teams to manage end-to-end client billing and collections processes ensuring timely payment realization and account accuracy.
• Identify and track clinics or customers with outstanding balances proactively communicating with them to secure payments and reduce aging receivables.
• Conduct regular reviews of client account statements reconciling discrepancies and ensuring alignment between billing and services rendered.
• Work with internal teams to resolve billing disputes apply necessary adjustments and issue credit notes when approved.
• Support the accounting team in preparing payment plans obtaining client approvals and monitoring adherence to agreed schedules.
• Contribute to monthly financial reporting by providing insights on collection status at-risk accounts and trends impacting cash flow.
• Partner with leadership to implement process improvements that strengthen revenue collection minimize delinquencies and enhance the overall financial performance of the customer base.

Work Mode : Remote

Shift Timings : 08 : 00pm to 05 : 00am IST

Location : Mumbai -In Office

What We Are Looking For :

What Would Make You Stand Out :

Soft Skills / Behavioural Skills :

1. Excellent Communication Skills (Written & Verbal)

2. Working Independently.

3. Critical Thinking

Benefits :

Required Experience :

Manager

Key Skills

Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing

Employment Type : Full-Time

Experience : years

Vacancy : 1