Job Title: Customer Success Manager – Clinical Applications

Department: Information Technology / Clinical Transformation

Reports To: Head – IT & Clinical Transformation / Dy. CIO

Location: Sir H. N. Reliance Foundation Hospital, Mumbai

Role Overview:

The Customer Success Manager (CSM) – Clinical Applications will be responsible for driving adoption, optimization, and continuous improvement of hospital information systems (HIS) and clinical applications across departments. This role will bridge technology and clinical operations by engaging doctors, nurses, and administrative leaders to ensure digital initiatives are effectively understood, adopted, and sustained.

Key Responsibilities:

·        Application Adoption & Training:

o  Lead training and adoption initiatives for MHEA OPD doctors, residents, and nursing staff, ensuring effective utilization of HIS and clinical applications.

o  Design and deliver structured onboarding programs for new consultants (full-time and visiting) covering access provisioning and workflow orientation.

·        User Engagement & Support:

o  Act as the primary point of contact for day-to-day application use, user issues, and workflow enhancement requests from doctors, nurses, and administrators.

o  Partner with Medical Administration and Senior Leadership Team (SLT) to track adoption metrics and identify improvement areas.

·        System Rollouts & Enhancements:

o  Drive onboarding and rollout of new clinical apps such as the Patient Organizer on the Internet platform in collaboration with the IRM team.

o  Serve as the single point of contact for the Doctor’s Dashboard, handling BI report access, usage, and refinement of clinical performance metrics.

·        Change & Quality Control:

o  Perform SAP/Fiori change document (CD) movement quality checks and manage approvals/releases to production.

o  Coordinate with technical teams for issue resolution and ensure smooth change management processes.

·        Continuous Quality Improvement (CQI):

o  Lead application team CQI initiatives – coordinate improvement activities, track outcomes, and report capstone improvements to IT leadership.

·        Organizational Onboarding Support:

o  Conduct IT Induction programs for newly joined employees in collaboration with the HR department.

·        Application-Specific Operations:

o  Lead or support Portzo application initiatives and manage Rigved Operations Team workflows, regularization, and leave approvals.

Candidate Profile:

Education:

·        Bachelor’s or Master’s degree in Healthcare Administration, IT, or related field (e.g., BSc Nursing, BPharm, Life Sciences, or Computer Science).

·        MBA in Hospital Management or Health Informatics preferred.

Experience:

·        5–8 years of experience in hospital IT, healthcare operations, or clinical application management.

·        Proven experience in HIS or EHR user training, adoption management, and clinician engagement.

·        Exposure to SAP-Fiori environments and BI dashboards is a strong advantage.

Skills & Competencies:

·        Strong interpersonal and communication skills, with an ability to engage clinicians positively.

·        Demonstrated project management and coordination capability.

·        Analytical mindset with familiarity in clinical workflows, data interpretation, and CQI.

·        Proficiency in MS Office, SAP, and familiarity with HIS or EMR platforms.

Key Success Indicators:

·        Improved clinical app adoption and user satisfaction scores.

·        Reduced turnaround time for doctor and nurse onboarding.

·        Measurable contribution to HIS optimization and clinical workflow enhancements.

·        Positive feedback from SLT and department heads on digital initiative enablement.