Customer Success Executive

Job Description

Customer Success & Account Manager

Location: Bengaluru

Department: Customer Success / Client Management

Employment Type: Full-time

Company - Raphacure

Role Overview

We are seeking a proactive and relationship-driven Customer Success & Account Manager to manage client accounts, ensure seamless healthcare service delivery, and drive customer satisfaction and retention. The role involves coordinating medical services such as hospital appointments, drug-of-abuse testing schedules, and medicine delivery while ensuring high-quality client experience and operational excellence.

Key Responsibilities

Client & Account Management

• Manage day-to-day communication with assigned corporate/client accounts
• Build strong, long-term client relationships and act as the primary point of contact
• Ensure smooth onboarding and implementation of healthcare programs
• Conduct regular client reviews and performance check-ins
• Track account utilization, service delivery, and satisfaction metrics

Healthcare Service Coordination

• Schedule and manage drug-of-abuse testing appointments for employees/beneficiaries
• Coordinate medicine delivery requests with pharmacies and logistics partners
• Schedule hospital appointments, diagnostics, and consultations across network providers
• Ensure timely confirmations, reminders, and rescheduling when required
• Coordinate with hospitals, labs, and internal care teams for seamless service fulfillment
• Handle service escalations related to appointments, reports, or deliveries

Customer Success & Service Delivery

• Ensure timely resolution of client and member queries
• Monitor service quality and adherence to SLAs/TATs
• Maintain high customer satisfaction and retention levels
• Proactively identify service gaps and implement corrective actions
• Support beneficiaries through end-to-end care coordination

Reporting & Coordination

• Prepare periodic utilization, service, and TAT reports for clients
• Track KPIs such as appointment TAT, delivery timelines, and engagement
• Maintain accurate records of appointments, deliveries, and client interactions
• Coordinate with operations, medical network, and logistics teams
• Support internal reviews and management updates

Account Growth & Engagement

• Identify opportunities for program utilization and service expansion
• Support renewals and continuity of client programs
• Plan health camps, awareness sessions, or engagement initiatives
• Gather client feedback and share insights with internal teams

Required Skills & Qualifications

• 2–5 years experience in Customer Success / Healthcare Coordination / Account Management
• Experience in appointment scheduling, healthcare operations, or care coordination
• Strong communication and stakeholder coordination skills
• Problem-solving and escalation-handling ability
• Experience managing corporate or B2B clients
• Proficiency in Excel and reporting tools
• Ability to manage multiple requests and accounts simultaneously

Preferred (Good to Have)

• Experience in healthcare, insurance, TPA, wellness, or hospital coordination
• Knowledge of medical networks, diagnostics, or pharmacy logistics
• Experience in corporate health programs or employee benefits

Key Competencies

• Client-centric mindset
• Operational coordination
• Ownership & accountability
• Attention to detail
• Multitasking ability
• Escalation management

Success Metrics (KPIs)

• Appointment scheduling TAT
• Medicine delivery TAT
• Client/member satisfaction (CSAT/NPS)
• SLA adherence
• Account retention & utilization
• Escalation resolution time