Customer Success Lead

As a Customer Success Lead, you will collaborate closely with the Manager to contribute to the development of cutting-edge healthcare solutions for Payers in the Medicare Advantage ecosystem. This role revolves around leveraging Artificial Intelligence and Machine Learning to enhance the health of beneficiaries. You will actively engage with customers, industry analysts, and internal teams to ensure the product roadmap aligns with customer feedback and delivers high-impact features in HealthWorksAI. Leading the team, you will drive product quality through periodic updates and oversee the overall growth and skill development of team members.

What You’ll Do 

• Research and Solution Validation: Conduct comprehensive research on the competitive landscape, collaborate with industry analysts, and validate product ideas through client interactions. 
• Design Thinking and Wireframing: Develop wireframes and workflows that effectively communicate product ideas. Identify and engage with design partners for detailed solution shaping. 
• Prioritization and Roadmap Development: Prioritize features based on the RICE framework, focusing on reach and impact. Identify enhancement opportunities and implement process and QC/QA automation strategies. 
• Collaboration and Implementation Oversight: Work with data engineering and product engineering teams to build end-to-end data pipelines. Oversee the implementations, ensuring successful adoption and utilization. 
• Team Management and Skill Development: Manage team dynamics, mentor new team members, and lead efforts to scale up the team on necessary skills and knowledge sets. 

Experience You’ll Need 

• Educational Background: A graduate from IIT/NIT/IIM/Bits Pilani or any premium institute. 
• Professional Experience: Minimum of 4 years of experience as a Customer Success Analyst or Product Analyst in US Healthcare Insurance, demonstrating expertise in Medicare Advantage domain knowledge. 
• Product Brief Translation and Prototyping: Ability to translate business ideas and client requirements into comprehensive product briefs. 
• Technical Proficiency: Expertise in SQL, Tableau, Python, and Advanced Excel. Knack for quickly understanding solutions and developing a comprehensive understanding of requirements. 
• Domain Knowledge: Comprehensive understanding of benefits and provider networks, including the ability to interpret benefits data, and knowledge of key network components like PCPs, specialists, and hospitals. 
• Communication Skills and Product Demonstration: Good communication skills, both verbal and written, with ability to deliver informative, well-organized presentations and demonstrate products to customers/prospects.