Role Summary
The Customer Success Executive (Virtual Engagement) is the primary point of contact for a portfolio of Narayana One Health subscription members, guiding them through onboarding, ongoing care coordination, and renewal. The role goes beyond traditional customer support by building trusted relationships, helping them maximize the value of their membership, stay consistent with their doctor's advice, and delivering a seamless healthcare experience throughout the membership lifecycle
Key Responsibilities
- Guide new subscription members through a smooth onboarding experience, ensuring they understand the value, features, and next steps of their chosen plan.
- Act as a coach and proactively guide customers throughout the membership lifecycle and help manage their chronic conditions, ensure adherence to doctor-prescribed advice, including medication schedules, prescribed tests, and follow-up consultations.
- Build and maintain strong member relationships through regular follow-ups, personalized guidance, timely support and reinforce long term loyalty.
- Address member queries, resolve concerns, and collaborate with clinical and cross-functional teams to ensure timely support.
- Drive timely renewals by consistently demonstrating the value and health outcomes delivered through the subscription.
- Maintain accurate customer records and interaction updates in CRM systems while adhering to defined quality and service standards.
- Identify and act on opportunities to upsell or cross-sell relevant Narayana One Health services, and refer customers to other suitable programs.
Key Performance Indicators
- Customer / Patient satisfaction and NPS
- Renewal rate (% of renewals)
- Customer adherence to prescribed health plans
- Call quality and customer interaction quality
- Number of queries resolved and turnaround time
- Referrals to other Narayana One Health programs
- Average revenue per customer (upsell / cross-sell contribution)
Qualifications and Skills
- Graduate in any discipline; 0–2 years of experience. Freshers with strong communication skills are welcome to apply.
- Excellent verbal and written communication skills in English, with proficiency in Kannada or another local language preferred given our diverse customer base.
- High empathy and a customer-centric approach – able to genuinely understand and respond to customer needs and emotions.
- Ability to build rapport and influence customers through consultative, value-based conversations.
- Strong planning and organizing skills to manage follow-ups, appointments, and records accurately.
- Adaptability and sound judgement to handle unexpected situations, complaints, or conflicts with professionalism.
- Ability to explain plans and health-related information clearly to customers and, where relevant, their families.
- Proficiency in CRM software and Microsoft Office Suite.
- Familiarity with healthcare or chronic-condition management is a plus.
Work Details
- Working days: 6-day work week, with a rotating weekly off (not mandatory Sunday).
- Shift timing: 9 hrs; rotational shifts (8 am – 8 pm)
Pay: ₹280,000.00 - ₹300,000.00 per year
Benefits:
- Health insurance
- Paid sick time
- Provident Fund
Work Location: In person
