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Practo

Practo is a healthcare app that allows consumers to find doctors, book appointments and conduct online consultations.

Customer Success Manager
Bangalore, IN
Job Description / Skills Required

Job Description

Objective: Building a positive relationship with existing Practo Plus Corporate Product customers (direct clients and brokers) and assisting them to improve employee health outcomes by upselling the relevant product and services of Practo. 

 

Key Performance Metrics:

  • Expansion MRR
  • Average Revenue per Life
  • Go-Live TAT
  • Employer ROI (Plan Activation, Utilization, and other renewal metrics)
  • Broker MRR

 

 

The concerned person will have the following responsibilities.

 

Direct Clients:

 

  • Manage the entire account management cycle of an existing corporate client (direct/broker)  from invoicing to renewal
  • Work closely with Hunting Team to understand the business requirements of the clients (qualified leads) and prepare account roadmap to drive renewals and lifetime value
  • Conduct info sessions, e-mail campaigns, SMS campaigns with corporate HRs to ensure they get maximum ROI out of the Practo Plus product
  • Share weekly and monthly reports on various insights and trends to keep the HR engaged
  • Conduct demos on new products with HR Leadership teams, CXOs, and HRBPs to explain the product offering in details and address queries
  • Understanding the needs of the HR and leadership teams and assist them accordingly
  • Coordinate with internal teams (Rx, Dx, Cx, and Bx) on various product requests, clarifications, and keep the client informed on the progress. 
  • Ensure all support tickets are closed on time along with insights on kind of incoming tickets/requests
  • Communicate discounts on health check-ups/OPDs/vaccination drives from time to time to drive activation via campaigns
  • Conduct periodic follow-ups on the hunting pipeline to ensure continuous engagement and communicate regular updates (product updates, business updates, newsletters, and relevant press releases) to the client
  • Understand the decision-making process, organization structure, evaluation criteria, and timelines to get more insights
  • Document no-sale reasons of upsell products and internally communicate the same with full clarity for business and product teams to understand
  • Program manage the due diligence process, infosec requirements, and other formalities if required
  • Tracking weekly, monthly, and quarterly performance and account management metrics

 

Brokers:

 

The concerned person will have the following responsibilities.

 

  • Manage the entire sales cycle of a new broker from lead qualification to invoicing and maintain a healthy lead to closure ratio. The corporate clients can range anywhere between 100 to 100,000 employees.
  • Conduct demos with re-insurance broker leadership teams, CXOs, and HRBPs to explain product offering in details and address queries
  • Understanding the needs of the broker leadership teams and share customized proposal
  • Fill RFPs, Evaluation sheets and provide brokers with adequate information to ensure Practo maintains the strongest position among the existing bidders
  • Coordinate with internal teams (Rx, Dx, Cx, and Bx) to create customized proposals based on the needs of the client
  • Conduct periodic follow-ups on the hunting pipeline to ensure continuous engagement and communicate regular updates (product updates, business updates, newsletters, and relevant press releases) to the client
  • Understand the decision-making process, organization structure, evaluation criteria, and timelines to get more insights
  • Document no-sale reasons and internally communicate the same with full clarity for business and product teams to understand
  • Program manage the due diligence process, infosec requirements, and other formalities till invoicing is completed
  • Tracking weekly, monthly, and quarterly performance and sales metrics

 

 

 

ACM Requirements and Qualifications

  • Comfortable doing account management in an enterprise environment across mid-market and key accounts segments
  • Excellent verbal and written communication skills; the ability to call, connect and interact with potential customers
  • Persuasive and goal-oriented
  • Possesses an energetic, outgoing, and friendly demeanor
  • Eager to expand the company with new sales, clients, and territories
  • Self-motivated and self-directed
  • Able to multitask, prioritize, and manage time efficiently
  • In-depth understanding of company services and its position in the industry
  • Knowledge of account management lifecycle from sales to renewal
  • Ability to work independently or as an active member of a team
  • Strong computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel) and CRM/Salesforce experience preferred