Zyla Health - Team Leader - Customer Success

- Customer Facing: Provide the best user experience for our customers and be their primary point of contact.

- Primarily responsible for initiating, managing, and maintaining strong relationships and building client engagement with all stakeholders at the client end in a structured manner.

- Document customer requirements, and understand the nuances of their work processes, the pain points, and resulting needs.

- Seamlessly onboard and set up new customers to accustom to the Zyla product - operations, reporting, escalations/raising tickets etc.

- Hold Zyla product demonstrations for prospective corporate partners.

- Aid in product design and product development.

- Run regular check-in meetings through weekly, monthly, and quarterly business reviews to proactively address customer needs, and concerns, and provide quick and effective solutions.

- Look into customer engagement and ensure improvement on key success metrics and factors such as increasing product adoption, increasing Net Promoter Score (NPS), reducing churn and thereby increasing renewals.

- Interpret customer insights with the Sales team to drive changes in the product and act as the voice of the customer for the Product team.