Company Intro:
EncoreMed is a health-tech company founded in 2016 focusing on innovating digital experience for healthcare operations and has a strong portfolio in transforming numerous business operations and processes for hospitals within the region.
EncoreMed vision is to help hospitals and healthcare institutes by providing patients with a simpler and smarter healthcare experience. Progressing with a team of 30 team members, EncoreMed has been building sophisticated engines to meet complex hospital processes, innovating more products to ensure that the company products and services are moving ahead along with the technological advancements primarily in automation, artificial intelligence, and Internet-of-Things.
Job Summary:
Working closely with the Customer Success Manager, you will help own and nurture the overall relationship with our customer base. This includes onboarding, product training, adoption, retention, and long-term customer satisfaction. You will act as the primary point of contact for customers and serve as their advocate internally.
Key Responsibilities:
- Serve as the first point of contact for customers and act as their trusted advisor
- Lead customer onboarding, product training, and implementation support
- Drive product adoption and ensure customers maximize the value of Encore Med
- Monitor customer health metrics and conduct proactive follow-ups
- Identify and resolve challenges related to product usage and adoption
- Collaborate closely with the Product team to relay feature requests, improvements, and bug reports
- Deliver high-quality customer engagement to ensure early and ongoing success
- Actively grow and nurture the customer community
- Identify expansion and upsell opportunities and communicate them to the Sales team
- Respond promptly to support queries via calls, meetings (online & onsite), ticketing systems, support portals, chat, and WhatsApp
- Manage platforms and tools related to customer success operations
- Prepare professional memos, workflows, reports, and data analysis
- Contribute to knowledge base articles and documentation
Requirements:
- 12 years of experience in a customer-facing role
- Experience supporting clients via calls, meetings (onsite & online), ticketing systems, and chat platforms
- Familiarity with ticketing systems such as Freshdesk or Zendesk
- Familiarity with CRM systems such as HubSpot or Zoho
- Educated to degree level or equivalent
- Strong written communication skills, including documentation and knowledge base article writing
- Professional in reporting and basic data analytics
- Comfortable using online meeting tools (Google Meet, Microsoft Teams, Discord, etc.)
- Independent and resourceful in researching and problem-solving
- Own transportation (required for onsite client visits)
Personal Attributes:
- Entrepreneurial mindset with a desire to contribute to company growth
- Highly motivated to meet and exceed personal and company targets
- Strong work ethic with resilience and tenacity
- Meticulous, organized, and able to manage multiple tasks simultaneously
- Calm, level-headed, and adaptable in dynamic environments
- Strong listening skills and ability to understand different perspectives
- Honest, transparent, and collaborative team player
- Open to innovation, learning, and professional development
