Job description for Customer Success Manager at Doctor Assist Indonesia
Company Overview:
XHealth International Sdn Bhd is a leading provider of innovative healthcare technology solutions in Asia, dedicated to transforming healthcare delivery through integrated solutions and a collaborative approach. Our solutions focus on improving healthcare systems, optimizing business processes, and enhancing the user experience. We are passionate about leveraging technology to empower healthcare professionals, clinics, and medical centers.
Position Overview:
The Customer Success Manager (CSM) is responsible for building strong, long-term relationships with customers by ensuring they achieve maximum value from the company's products or services. This role focuses on customer onboarding, engagement, satisfaction, and retention. The CSM acts as the primary customer advocate within the organization, working closely with cross-functional teams to address customer needs, resolve issues, and support overall customer success and growth.
Key Responsibilities:
1. Develop and execute structured plans to achieve project objectives.
2. Create detailed project schedules, timelines, and milestones.
3. Monitor and track project progress, ensuring successful execution of each phase.
4. Manage project budgets and ensure cost efficiency.
5. Act as the primary liaison between internal teams, clients, and stakeholders.
6. Assign tasks, set deadlines, allocate resources, and conduct regular team meetings.
7. Maintain comprehensive documentation of all project phases using standardized platforms.
8. Ensure customer satisfaction by addressing concerns and delivering value-added solutions.
9. Evaluate overall project performance and recommend improvements.
For each case/project, prepare and maintain:
1. Key Objectives
2. Solution Diagrams
3. Key Deliverables & Timelines
4. Gantt Charts
5. Chronological Records of Discussions
6. Next Action Plans & Checklists
7. Discussion Schedules
8. Deliver customer training via webinars, one-on-one sessions, and written guides to help maximize platform usage.
9. Perform additional duties and responsibilities as assigned by the company.
10. Ensure all tasks are completed with high quality and within assigned timelines.
Requirements:
Must-Have
• Bachelor's degree in Information Technology, Computer Science, Software Engineering, or a related field.
• 3-5 years of experience in customer success, project management, client-facing roles, or pre-sales.
• Strong ability to take project requirements, plan, and deliver on timelines.
• Excellent communication and interpersonal skills to build and maintain strong client relationships.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
• Ability to translate technical solutions into clear, actionable strategies for clients.
• Proficient in documentation, reporting, and project tracking platforms (e.g., MS Project, Jira, or equivalent).
• Own transport and willing to travel within Malaysia, flexible for extended hours or on-call duties.
• Fluent in English, Mandarin, and Bahasa Malaysia (BM) for client and team interactions.
Added Knowledge / Advantage
• Experience in healthcare operations or clinical workflows (clinic or hospital setting).
• Good knowledge of clinic or hospital management systems, EMR, or related healthcare software.
• Experience delivering product training (virtual or in-person).
• Strong problem-solving and analytical thinking skills.
• High attention to detail, accountability, and ability to work independently.
• Willingness to adapt to evolving project scopes and company requirements.
Core Values Alignment:
As a Customer Success Manager at XHealth International, you are expected to embody and demonstrate our core values in all interactions, decisions, and responsibilities:
1. Innovation: Embrace creative thinking and continuously seek new approaches to enhance customer experience, improve processes, and contribute to the evolution of XHealth solutions.
2. Collaboration: Work closely with cross-functional teams—sales, product, technical support, and operations—to ensure seamless customer journeys and shared success across the organization.
3. Integrity: Uphold honesty, transparency, and ethical behavior in all customer interactions and internal communications, ensuring trust is consistently maintained.
4. Excellence: Demonstrate a commitment to delivering high-quality service, maintaining attention to detail, and striving for continuous improvement in every aspect of customer management.
5. Customer-Centricity: Place customers at the heart of all actions and decisions. Proactively understand their needs, anticipate challenges, and champion their success within the organization.
6. Respect: Foster a culture of respect by valuing diverse perspectives, communicating professionally, and ensuring a positive and supportive environment for both customers and colleagues.
Additional Information:
• Location: Our office is located in Jakarta or Gading Serpong.
• Working Hours: Monday to Friday, 8:00 AM to 5:30 PM.
Why Join Us: This is an excellent opportunity for recent graduates to learn and gain practical experience in digital process optimization within a growing healthcare technology company. You will have the chance to contribute to improving data safety, work productivity, and user-friendly digital solutions, setting the foundation for future consulting roles. Through cross-departmental learning, mentorship, and hands-on experience, you will play an essential role in improving the efficiency and effectiveness of our internal operations. If you are interested, welcome submitting your resume to
