Customer Success Manager - Healthcare & Patient Support
Multiplier AI Customer Success Manager - Healthcare & Patient Support
Job Title: Customer Success Manager – Healthcare & Patient Support
Location: Hyderabad
Experience: 3–5 Years
Employment Type: Full-Time | Work from Office
About Multiplier AI
Multiplier AI is an AI-first healthcare marketing, analytics, and technology company, recognized as India's #1 rated company for AI in Life Sciences. We partner with leading global healthcare and pharmaceutical organizations including GSK, Abbott, Galderma, Eli Lilly, Merck, Cipla, and Sun Pharma.
We combine AI, healthcare data, automation, and human expertise to create measurable impact across healthcare and patient engagement ecosystems.
The Opportunity
We are looking for a Customer Success Manager – Healthcare & Patient Support to lead client success and end-to-end patient support operations.
This is a high-ownership role combining Customer Success, Healthcare Operations, Contact Center Management, Team Leadership, Workforce Management, Data Analytics, AI/Automation, and Stakeholder Management.
The ideal candidate will be comfortable managing teams, reviewing agent interactions, handling clients, analyzing operational dashboards, driving CSAT, managing hospital leads, and identifying opportunities to automate and scale operations.
Key Responsibilities
1. Customer Success & Client Management
Own day-to-day client relationships and act as the primary operational SPOC.
Understand client objectives, operational requirements, budgets, SLAs, and success metrics.
Lead client reviews, presentations, business discussions, escalations, and action-plan follow-ups.
Build strong stakeholder relationships and ensure high client satisfaction and retention.
Conduct structured morning and evening operational sync-ups and ensure timely issue resolution.
2. Patient Support & Contact Center Operations
Manage end-to-end patient support operations across Inbound, Outbound, Chat, and Follow-up processes.
Ensure agents deliver high-quality, empathetic, compliant, and patient-centric interactions.
Monitor CSAT, SLA, FCR, AHT, quality, productivity, adherence, conversion, and resolution rates.
Monitor calls and agent interactions using Knowlarity and other relevant contact-center/telephony platforms.
Review call recordings, call disposition, agent activity, and interaction data to identify quality, communication, behavioral, and process gaps.
Track call volumes, missed calls, connected calls, follow-ups, and other operational metrics through Knowlarity and reporting dashboards.
Drive corrective actions and continuous improvement in patient experience.
3. Team Leadership & Performance Management
Manage productivity at individual agent and unit/cluster levels.
Set performance expectations, targets, and accountability mechanisms.
Conduct regular 1:1 performance reviews with team members.
Monitor attendance, adherence, behavior, productivity, quality, and engagement.
Identify underperformance and implement structured coaching, feedback, and Performance Improvement Plans (PIPs).
Build a high-performance culture focused on quality, productivity, ownership, and customer experience.
4. Workforce Planning, Hiring & Rostering
Assess manpower requirements based on business volumes, client requirements, productivity, and budget.
Partner with HR/TA for hiring, replacements, onboarding, and workforce expansion.
Prepare and manage shift rosters to ensure optimum coverage.
Manage leaves, shift changes, attendance, capacity planning, and workforce allocation.
Ensure team deployment remains aligned with approved business/client budgets.
5. Training, Coaching & Quality Management
Design and conduct weekly and monthly training programs.
Identify knowledge, behavioral, communication, and process gaps through call monitoring, Knowlarity call data, and performance reports.
Conduct regular coaching and feedback sessions.
Improve call quality, patient handling, communication, compliance, and CSAT.
Track training effectiveness through measurable KPIs.
6. Data Analytics, MIS & Dashboards
Own daily, weekly, and monthly operational reporting.
Prepare MIS reports, dashboards, performance trackers, and management reports.
Analyze call-center and patient-support data to identify trends, bottlenecks, productivity gaps, risks, and opportunities.
Analyze Knowlarity call data and operational metrics to improve agent and process performance.
Present data-driven insights and action plans to clients and leadership.
Maintain 98%+ reporting and data accuracy with 100% timely submission.
Use Advanced Excel/Google Sheets and BI tools such as Power BI, Tableau, or Looker Studio.
7. AI, Automation & Process Excellence
Identify repetitive, manual, and inefficient processes suitable for AI and automation.
Partner with Product, Technology, Data, and Automation teams to implement scalable solutions.
Drive automation of MIS reporting, dashboards, lead tracking, follow-ups, alerts, workforce processes, call data, and operational workflows.
Explore opportunities to integrate contact-center/telephony data such as Knowlarity with reporting, CRM, lead-management, and automation workflows.
Leverage AI tools to improve agent productivity, response time, data accuracy, quality, and operational efficiency.
Measure automation impact through time saved, productivity improvement, error reduction, cost efficiency, and scalability.
Continuously identify opportunities to digitize, simplify, standardize, and automate operations.
8. Lead Management & Cross-Functional Collaboration
Collaborate with the Digital Marketing (DM) team on lead generation, lead quality, allocation, and follow-ups.
Monitor hospital-shared leads and ensure timely agent action and closure.
Coordinate with SPOCs regarding doctor/HCP information, hospital requirements, and data accuracy.
Collaborate with HR, Product, Technology, Data, Operations, and Leadership teams to achieve business objectives.
Ensure alignment with client priorities, budgets, SLAs, and operational goals.
Requirements
Required Qualifications & Skills
3–5 years of experience in Customer Success, Patient Support, Patient Services, Healthcare BPO, Call Center, Healthcare Operations, or similar environments.
Proven experience in team management and contact center operations.
Strong hands-on experience in CSAT, SLA, productivity, quality monitoring, call audits, and performance management.
Experience managing Inbound, Outbound, Chat, and Follow-up processes.
Experience with Knowlarity or similar cloud telephony/contact-center platforms.
Knowledge of call monitoring, call recordings, call disposition, call reports, and telephony analytics.
Strong client-facing and stakeholder management skills.
Excellent knowledge of MS Excel/Google Sheets, MIS reporting, dashboards, and data analytics.
Experience with Power BI, Tableau, Looker Studio, or similar BI tools is preferred.
Understanding of AI, automation, workflow optimization, or process digitization.
Strong presentation, communication, analytical, problem-solving, and decision-making skills.
Experience in workforce planning, shift management, hiring, training, and performance management.
Healthcare, Pharma, Life Sciences, Patient Services, or HealthTech experience will be an advantage.
Key Skills
Customer Success Management | Healthcare Operations | Patient Support | Contact Center Operations | Knowlarity | Cloud Telephony | Client Management | Stakeholder Management | Team Management | CSAT | SLA Management | Quality Monitoring | Call Auditing | Workforce Management | MIS Reporting | Advanced Excel | Data Analytics | Power BI | Lead Management | AI & Automation | Process Improvement
Key Performance Indicators
95%+ SLA adherence
90%+ CSAT with continuous improvement
Improvement in agent and unit/cluster productivity
98%+ reporting and data accuracy
100% timely submission of daily, weekly, and monthly reports
100% shift/roster coverage
Timely hiring and replacement closure as per business requirements
100% completion of planned training programs
Improvement in FCR, AHT, quality, adherence, and resolution rates
Reduction in manual effort through AI and automation
Successful implementation of 2–3 process improvement/automation initiatives per quarter
Strong client satisfaction, stakeholder engagement, and escalation management