Sales Operation Manager - Bengaluru, India - 2070Health

    2070Health
    2070Health Bengaluru, India

    2 weeks ago

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    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 InvestorsW 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 FounderDeeksha 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.

    RoleWe are looking for a candidate to own the entire customer lifecycle journey, from pre-sales to service coordination to post-visit care management.

    Key ResponsibilitiesCreate, tweak and execute playbooks and processes for managing the lifecycle of the customer and their journey from a lead to a paid customer and beyondEnsure the right touchpoints, with the right messaging and follow-upsCreate tele-calling and servicing scripts that agents will useMonitor the agent calls against the above scripts and ensure quality and rigour of callingOwn the experience of a lead thru customer - champion it across functionsAnalyse 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 managementRetention where requiredTeach / train / coach customer service agentsRequirementsStrong communication skillsEmpathy, patience and calmnessBias for action - ensure "it" gets done, on priority - because every customer interaction is unique for that customer, even if it is a repeat for usProcess 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