Kan Innovations Pvt. Ltd.
Website:
kaninnovations.com
Job details:
About the Role
We are looking for a Customer Growth & Success Executive who will be responsible for managing, developing, and growing relationships with existing and newly onboarded customers. This is a hybrid customer success and account growth role. The person will act as a single point of contact for customers while ensuring successful onboarding, deployment, training, product adoption, relationship management, and continuous value creation. A key responsibility will be to identify and unlock new business opportunities within existing customer accounts through consumables, footwear and custom footwear, insoles and orthotic solutions, software upgrades, product upgrades, cross-selling of complementary products, additional equipment requirements, and expansion to other departments, centres, branches, and use cases. The ultimate objective is to increase customer lifetime value by ensuring that customers successfully adopt our solutions and continuously see value from the products and services we provide.
Key Responsibilities
1. Existing Customer Account Management • Manage a portfolio of high-value existing customer accounts. • Build strong, long-term relationships with doctors, physiotherapists, podiatrists, hospital administrators, centre heads, owners, purchase teams, and other decision-makers. • Establish regular customer touchpoints through calls, WhatsApp, emails, online meetings, and physical visits. • Understand each customer's business, clinical requirements, challenges, usage patterns, and future plans. • Maintain an updated account-wise understanding of current products installed, product utilization, number of users, number of centres/branches, expansion opportunities, pending requirements, service concerns, upgrade opportunities, and cross-sell opportunities.
2. Customer Growth & Revenue Generation
The primary objective of this role is to generate additional revenue from the existing customer base. • Identify, qualify, and convert opportunities for footwear, custom footwear, insoles, orthotic solutions, and other applicable consumables/recurring products. Customer Growth & Success Executive | Job Description • Drive upselling of software upgrades, product upgrades, higher-end variants, additional modules/features, and additional equipment. • Cross-sell other products within the company's portfolio and complementary diagnostic, rehabilitation, biomechanics, diabetic foot, physiotherapy, sports, and podiatry solutions. • Identify opportunities for additional machines within the same centre and expansion into other departments, branches, hospitals, clinics, and associated centres. • Maintain an Account Growth Plan for important customers and continuously work toward increasing the revenue potential of each account
3. New Customer Onboarding & Activation • Take ownership of the customer relationship after order confirmation and ensure a smooth journey from order placement through deployment, training, adoption, and value realization. • Coordinate with internal teams for order fulfilment, installation/deployment, technical and clinical training. • Ensure users understand the product, software, and relevant applications. • Follow up after training to ensure actual usage and identify adoption challenges. • Conduct or coordinate refresher demonstrations wherever required. • Collect customer feedback and identify opportunities for additional business after successful adoption. The goal is not simply to deliver the product, but to ensure the customer actively uses it and generates value from it
4. Product Demonstration & Value Selling • Conduct product demonstrations, presentations, and software/application walkthroughs. • Explain clinical and commercial applications and demonstrate relevant software workflows. • Present new features, upgrades, and complementary products. • Explain the business value and ROI of proposed solutions. • Convert customer requirements into appropriate product and business opportunities. • Use a consultative approach: understand the customer's requirement first and then recommend the right solution.
5. Customer Adoption & Engagement • Monitor product usage, frequency of usage, number of users, assessment utilization, software utilization, and customer engagement. • Identify reasons for low adoption and work with internal teams to create an adoption improvement plan. • Track training requirements, operational challenges, and product-related concerns.
6. Customer Feedback & Voice of Customer • Regularly collect feedback regarding product experience, software experience, installation, training, service, documentation, usability, clinical workflow, and overall customer expectations. • Capture feature requests, pain points, and new product requirements. • Document customer insights and communicate them to relevant internal teams. • Convert customer feedback into actionable improvements and business opportunities. Customer Growth & Success Executive | Job Description 7. Account Planning & CRM Management • Maintain accurate customer information and business opportunities in the CRM. • Regularly update customer profiles, key contacts, account status, product portfolio, usage information, meetings, follow-ups, opportunities, proposals, conversion status, revenue generated, potential revenue, customer concerns, and next actions. • Develop account-level plans covering current usage, customer need, opportunity, proposal, conversion, and expansion.
7. Account Planning & CRM Management • Maintain accurate customer information and business opportunities in the CRM. • Regularly update customer profiles, key contacts, account status, product portfolio, usage information, meetings, follow-ups, opportunities, proposals, conversion status, revenue generated, potential revenue, customer concerns, and next actions. • Develop account-level plans covering current usage, customer need, opportunity, proposal, conversion, and expansion.
Educational Qualification • Graduation in any discipline. • Preferred backgrounds include BBA, B.Com, B.Sc., B.A., B.Pharm, Healthcare Management, or Business Management. • Educational background should not be the primary selection criterion; customer orientation, communication ability, commercial thinking, and willingness to learn are more important.
Experience • 1–3 years of experience preferred in Customer Success, Account Management, Business Development, Inside/Field Sales, Healthcare, Medical Devices, Physiotherapy, Podiatry, Rehabilitation, SaaS/Software, or B2B customer management. • Freshers may be considered if they demonstrate strong communication, confidence, learning ability, customer orientation, and commercial aptitude.
Role Objective - To maximize customer lifetime value by ensuring successful product adoption, building long-term customer relationships, and identifying and converting expansion, upselling, cross-selling, and recurring revenue opportunities across the existing and newly onboarded customer base.
Role Philosophy - This is a Customer Growth role, not a traditional customer support role. The executive will be responsible for building relationships, driving product adoption, identifying business opportunities, and increasing the lifetime value of existing and newly onboarded customers.
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