Deployment & Customer Support Associate -- Healthcare (Mumbai)

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.\nWhat You'll Do\nDeployment & Rollout\nBe the on-site representative of zMed during deployments at hospitals across Mumbai.\nCoordinate between hospital IT, clinical staff, biomedical engineering, and our remote engineering team.\nTrack the deployment plan — what's done, what's pending, who's blocking what — and keep everyone aligned.\nWalk the hospital, meet ICU/OT/ER/Ambulance teams, understand their current workflow, and make sure the rollout fits.\nTraining & User Onboarding\nTrain doctors, nurses, ward clerks, and administrators on how to use zMed.\nConduct refresher sessions, create simple \"how-to\" guides, and identify hospital super-users we can lean on.\nBe present at the bedside during go-live nights to help users with first-time questions.\nDay-to-Day Customer Support\nBe the primary contact for customer queries — over phone, WhatsApp, email, and in person.\nLog every issue cleanly in our ticket system; chase issues to closure.\nCategorise tickets: user education, configuration request, or product bug — and route the right ones to engineering with clear notes.\nVisit customer sites weekly during the first few months post go-live; transition to monthly check-ins after stabilisation.\nCustomer Relationship\nBuild trust with hospital staff — from junior nurses to Medical Superintendents.\nRun monthly review meetings with hospital leadership: what's working, what's not, what's coming next.\nSpot risks early (frustrated users, missed expectations) and flag them to leadership before they escalate.\nDocumentation\nMaintain user manuals, FAQs, and training material — and keep them updated as the product evolves.\nCapture customer feedback in a structured way and share it with the product team.\nWhat We're Looking For\n2–4 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.\nComfortable spending most of the week inside hospitals , including ICUs and operation theatres.\nStrong communication skills — able to speak with senior clinicians one moment and ward clerks the next.\nSpoken and written English ; conversational Hindi and Marathi strongly preferred.\nOrganised, detail-oriented, calm under pressure — go-live nights and unhappy customers are part of the job.\nComfortable with everyday software — email, spreadsheets, ticketing tools, WhatsApp, Slack. No coding or IT background required.\nWillingness to be on-call during go-live windows (including occasional nights and weekends in the first weeks of a rollout).\nGood to Have\nPrior experience in a hospital environment — implementation, coordination, nursing, or biomedical roles.\nExperience with EMR/HIS rollouts or medical-device commissioning.\nBackground in clinical sciences, nursing, pharmacy, healthcare administration, or biomedical engineering.\nWhy Join zMed\nDirect exposure to how modern hospitals run — clinical, operational, and technology side.\nSmall team, large ownership; you grow as we add more hospitals.\nGround-floor opportunity in a growing healthcare-software company expanding across Mumbai.