Customer Success Executive - Bandung, West Java
1 hari yang lalu
Deskripsi pekerjaan
At Infokes, we work closely with clinics, public health centers, and local health offices to help them operate more efficiently through technology. We're looking for a Customer Success Executive who is committed to build a strong, long-term relationships with our clients.
What You'll Do:
Monitor system usage (logins, active features, utilization)
Identify early churn risks and inactive clinics
Provide strategic recommendations to improve system adoption
Receive, analyze, and assist in resolving user issues
Determine root causes and coordinate with internal teams (Tech, Product, Ops, Business)
Follow up on issues until full resolution
Maintain customer satisfaction and long-term loyalty
Conduct win-back approaches for at-risk clinics
Prepare activity reports, user insights, and clinic status updates
Document user feedback for product improvement
Manage and maintain accurate account data
What We're Looking For:
Understanding of clinic / healthcare facility operational workflows (patient registration, doctor flow, billing, pharmacy)
Basic knowledge of Clinic Information Systems / EMR (Electronic Medical Records)
Familiar with Customer Success concepts such as onboarding, retention, churn, win-back, SLA, ticketing, and escalation
Basic understanding of healthcare regulations, EMR compliance, and patient data privacy (plus point)
Strong problem-solving skills
Excellent communication skills
Having a valid driver's license (SIM A) is preferred
Willing to travel for business trips and be placed outside the city
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