zmed healthcare
Website:
zmed.tech
Job details:
About zMed
zMed builds clinical software for hospitals — covering ICU, Operation Theatre, Emergency, and Ambulance workflows. We are growing the adoption of our newest product, zMed 3.0, across hospitals in Mumbai, and need support to deploy and support the product at customer sites.
About the Role
This is a customer-facing role focused on smooth product deployment and day-to-day customer supportat hospital sites. You will be the on-ground point of contact for hospitals using zMed — coordinating with hospital staff, training users, gathering issues, and making sure customers feel supported. The technical work (installation, integration, fixes) is handled by our engineering team; your job is to own the customer relationship and the process end-to-end.
What You'll Do
Deployment & Rollout
- Be the on-site representative of zMed during deployments at hospitals across Mumbai.
- Coordinate between hospital IT, clinical staff, biomedical engineering, and our remote engineering team.
- Track the deployment plan — what's done, what's pending, who's blocking what — and keep everyone aligned.
- Walk the hospital, meet ICU/OT/ER/Ambulance teams, understand their current workflow, and make sure the rollout fits.
Training & User Onboarding
- Train doctors, nurses, ward clerks, and administrators on how to use zMed.
- Conduct refresher sessions, create simple "how-to" guides, and identify hospital super-users we can lean on.
- Be present at the bedside during go-live nights to help users with first-time questions.
Day-to-Day Customer Support
- Be the primary contact for customer queries — over phone, WhatsApp, email, and in person.
- Log every issue cleanly in our ticket system; chase issues to closure.
- Categorise tickets: user education, configuration request, or product bug — and route the right ones to engineering with clear notes.
- Visit customer sites weekly during the first few months post go-live; transition to monthly check-ins after stabilisation.
Customer Relationship
- Build trust with hospital staff — from junior nurses to Medical Superintendents.
- Run monthly review meetings with hospital leadership: what's working, what's not, what's coming next.
- Spot risks early (frustrated users, missed expectations) and flag them to leadership before they escalate.
Documentation
- Maintain user manuals, FAQs, and training material — and keep them updated as the product evolves.
- Capture customer feedback in a structured way and share it with the product team.
What We're Looking For
- 2–4 years of experience in a customer-facing role — hospital operations, medical-device application support, EMR/HIS implementation, hospital coordinator, clinical research coordinator, customer success, or similar.
- Comfortable spending most of the week inside hospitals, including ICUs and operation theatres.
- Strong communication skills — able to speak with senior clinicians one moment and ward clerks the next.
- Spoken and written English; conversational Hindi and Marathi strongly preferred.
- Organised, detail-oriented, calm under pressure — go-live nights and unhappy customers are part of the job.
- Comfortable with everyday software — email, spreadsheets, ticketing tools, WhatsApp, Slack. No coding or IT background required.
- Willingness to be on-call during go-live windows (including occasional nights and weekends in the first weeks of a rollout).
Good to Have
- Prior experience in a hospital environment — implementation, coordination, nursing, or biomedical roles.
- Experience with EMR/HIS rollouts or medical-device commissioning.
- Background in clinical sciences, nursing, pharmacy, healthcare administration, or biomedical engineering.
Why Join zMed
- Direct exposure to how modern hospitals run — clinical, operational, and technology side.
- Small team, large ownership; you grow as we add more hospitals.
- Ground-floor opportunity in a growing healthcare-software company expanding across Mumbai.
Click on Apply to know more.