Job Title / Designation: Relationship Manager

Key Responsibilities:

Customer Support:

- Required to onboard and coach doctors and clinic staff (assistant doctor/receptionist) about DocTalk products and processes.

- Required to comprehensively convey the vision of DocTalk, the correlation between using the product and the benefits and also to convey a clear-cut correlation between the process and the benefits

- Required to provide a high level of handholding in the first month of onboarding any account.

- Required to keep in regular touch with all accounts handed to them and to make sure the usage of the product is consistently very high.

- Required to meet KPIs revolving around product usage and (very, very important) process compliance.

- Required to constantly monitor the performance of all accounts based on KPIs and to quickly restore any dip in-process compliance.

- Required to evangelize every product feature with all external stakeholders.

- To resolve technical queries and issues of product functionality and defect correction as well as coordinating with the software Engineers for product support.

- Must be able to demonstrate excellent troubleshooting and problem-solving skills.

- Ensure complete documentation of all activities undertaken with respect to the ticket in the case log

- Adhere to the Process defined on both Operations and Quality legend

- Ability to timely Escalation (Approach to handling issue to understand when to escalate & what will be handled by themselves), attention to detail, ability to research and able to arrive at the solution and also challenges the process and come up with different alternatives

Customer Engagement:

- Understanding partner/doctor behavior, expectations from the product, analyzing usage trends and product adaptability to increase usage and make the product sticky

- Work towards providing an excellent customer experience by going that extra mile on every interaction

Customer Retention:

- Maintain overall customer satisfaction levels to ensure continuous renewals and reduce churn rates

Requirements:

- You have impeccable communication skills with an eye for detail.

- You have pushed the envelope in a similar role for 1 to 2 years in a rapidly growing organization (preferably IT)

- You are able to think on your feet

- Your smarts will be tested on your ability to understand customer query with ease

- You can root out problems like no body's business

- You are a go-getter with incredible work ethic

- More than anything, you can identify a person's motivation and design your work/interaction with them accordingly

Minimum/Maximum/ Work Experience Required: 0-4 years

Annual CTC: up to 5 Lacs

Number of Positions Open: 3

Location(s) of Job: Mumbai

Minimum Education Requirements: B Tech, BBM, BCom, BA, and MBA

No of rounds of Interviews: 2

Work Timings / Working Days: 6 days

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