Startoon Labs is seeking a proactive and customer-oriented Customer Success Executive – Post Sales to ensure successful deployment, onboarding, adoption, and ongoing customer engagement for our healthcare technology and medical device solutions. The ideal candidate will act as the primary point of contact for customers after sales closure, ensuring smooth implementation, excellent support, and long-term customer satisfaction.
- Lead end-to-end post-sales activities, including product installation, onboarding, implementation, customer activation, and ongoing engagement.
- Serve as the primary customer contact for support requests, troubleshooting coordination, issue escalation, and resolution.
- Conduct product demonstrations, training sessions, and user enablement programs for healthcare professionals, doctors, physiotherapists, and hospital staff.
- Manage go-live execution and ensure successful deployment, configuration, and adoption of Startoon Labs’ medical devices and digital health solutions.
- Plan, coordinate, and manage product pilots and clinical evaluations with hospitals, clinics, physiotherapy centers, doctors, and other healthcare institutions.
- Support clinical studies and research initiatives, including site coordination, stakeholder communication, study onboarding, device deployment, training, data/documentation coordination, and follow-ups as required.
- Coordinate with Clinical, Engineering, and other internal teams to address customer requests and issues.
- Track pilot and clinical study progress, participant/user engagement, product utilization, feedback, milestones, and outcomes, and prepare regular updates for internal stakeholders.
- Drive product adoption, utilization, engagement, and customer success outcomes across assigned accounts.
- Coordinate with Product, Engineering, Clinical, and Sales teams to ensure timely resolution of customer concerns and smooth customer experience.
- Track customer engagement, identify adoption and retention risks proactively, and implement appropriate engagement and follow-up initiatives.
- Conduct periodic customer follow-ups, account reviews, feedback sessions, and business reviews to strengthen relationships and drive long-term satisfaction.
- Support renewals, account expansion, and customer retention initiatives in coordination with the Sales and Business teams.
- Coordinate and follow up on EMI/payment collections from customers, ensuring timely payments and resolution of payment-related concerns.
- Obtain customer testimonials, case studies, success stories, and product reviews from satisfied customers to support marketing and sales initiatives.
- Generate customer referrals and introductions to prospective hospitals, clinics, doctors, physiotherapy centers, and other relevant healthcare stakeholders.
- Plan and execute customer engagement activities, including product awareness sessions, refresher trainings, workshops, demos, health camps, user meets, pilot showcases, and other initiatives that strengthen product engagement and relationships.
