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- Create, tweak and execute playbooks and processes for managing the lifecycle of the customer and their journey from a lead to a paid customer and beyond
- Ensure the right touchpoints, with the right messaging and follow-ups
- Create tele-calling and servicing scripts that agents will use
- Monitor the agent calls against the above scripts and ensure quality and rigour of calling
- Own the experience of a lead thru customer - champion it across functions
- Analyse and find insights across each step of the funnel - why are leads dropping / what can be done to improve by listening to call recordings etc
- Escalation management
- Retention where required
- Teach / train / coach customer service agents
- Strong communication skills
- Empathy, patience and calmness
- Bias for action - ensure "it" gets done, on priority - because every customer interaction is unique for that customer, even if it is a repeat for us
- Process orientation - this means you should be able to create good flows / decision trees, capturing the right metrics and be able to analyse them for improving efficiencies and experience
Sales Operation Manager - Bengaluru, India - 2070 Health
Description
About The FirmBabyMD is on its 0-1 journey of becoming the chosen partner in parenting. We are based out of Bengaluru and have a digital offering for 24x7 chats and online video consultations with paediatricians, and a set of physical clinics in Bengaluru.
About The Investors
W Health Ventures is a Boston-based, healthcare-focused VC fund started in 2020 to invest in healthcare delivery innovation leveraging technology and AI in the US and India. To date, we have made eight selective investments that are now improving the lives of 20 million patients globally.
In 2022, we launched 2070 Health, a healthcare-focused Venture Studio. Here, we incubate innovative start-ups from scratch to disrupt large white spaces. In less than a year since the start of the Studio, we have launched four start-ups through our 40+ strong multi-functional team powered by 30+ engineering and AI resources.
About The Founder
Deeksha Senguttuvan completed her MBA from The Wharton School in Entrepreneurship and Innovation Major and IIM Kozhikode in marketing. She has a solid track record of excellence and innovation. With a long career that spans leading roles in the TATA Group, she has a proven history of driving digital transformation and patient engagement at Kauvery Hospitals to redefine the future of hospitals.
Hritikesh Thite, a seasoned professional with 16+ years of experience across prestigious organizations, is now the founder of BabyMD. Starting at Boston Consulting Group, he mastered strategic and analytical skills. He later served as Senior Vice President at Unacademy, driving growth and innovation. As Vice President at Healthifyme, he gained insights into health tech and wellness. Now at BabyMD, Hritikesh leverages his expertise to revolutionize pediatric healthcare, driving innovation and excellence.
Role
We are looking for a candidate to own the entire customer lifecycle journey, from pre-sales to service coordination to post-visit care management.
Key Responsibilities