Healthcare Customer Advocate

2 weeks ago

Petaling Jaya, Selangor, Malaysia Semmel Health Full time 80,000 - 120,000 per year

Location
: On-site (Penang / KL / PJ) / Remote / Hybrid

About Semmel

Semmel SafetyOS is a hospital platform that manages everything that keeps patients safe. Our customers achieve operational resilience, protect patients, empower clinicians and comply to accreditation standards through a single platform. We serve 100+ hospitals with near-zero churn and grew by word-of-mouth referrals from satisfied customers. We're a high-performing team with exceptional velocity and customer satisfaction.

The Role

At Semmel, we practice "single contact point" for customer care continuity. As our Healthcare Customer Advocate, you will be that single point of contact for hospital customers during their entire customer lifetime from onboarding to expansion, building deep relationship and customer understanding along the way. You'll ensure customers successfully implement SafetyOS, understand its capabilities, and discover opportunities. You'll work closely with hospital teams, from clinical staff to executives to drive adoption and demonstrate the value of our platform.

Key Responsibilities

  • Onboarding & Implementation:
     Set up customer accounts, configure workflows, and establish baseline systems tailored to each hospital's needs
  • Training & Education:
     Conduct technical and domain-contextual training for clinical and operational teams (nurses, infection preventionists, OR managers, safety officers, etc.)
  • Adoption & Engagement:
     Monitor customer usage, identify adoption gaps, and proactively support teams to maximize platform value
  • Expansion Discovery:
     Identify and introduce new SafetyOS products and services that align with customer needs and use cases
  • Relationship Building:
     Build trusted, lasting relationships with customer stakeholders and serve as their advocate internally

What We're Looking For

  • Healthcare Experience:
     2-4 years working in a healthcare environment (clinical, operations, informatics, special projects, innovation)
  • Domain Capability:
     Ability to learn healthcare domains quickly (infection prevention, safety, nursing, OR management, EHS) and understand clinical workflows
  • Product Mastery:
     Capacity to master our software and explain it clearly to diverse audiences
  • Communication Skills:
     Strong verbal and written English; ability to present confidently to clinical and executive teams
  • Customer Focus:
     Natural ability to build relationships, understand customer pain points, and advocate for their success
  • Initiative & Learning:
     Comfortable with ambiguity, willing to dive deep into unfamiliar domains, and eager to develop expertise
  • Problem-Solving:
     Resourceful mindset; able to troubleshoot technical and process issues and escalate appropriately

What You'll Need to Do Well

  • Curious, a strong sense of urgency and problem / task / responsibility ownership
  • Resilient and relentless in problem solving
  • Ability to learn and articulate concepts and subjects to an audience
  • Continuously learn about healthcare safety, compliance, and operational challenges

Why Join Us

  • Personal and Professional Growth: The scope of this role is wide and deep that will challenge you and stretch your limits.
  • Impact: Your work directly affects hospital resilience and patient safety

At the heart of this role is your ability to connect, share, teach, learn and collaborate to make our customers successful.

How to Apply
:

If you're ready to take on this challenge and grow with us, send your resume and a brief cover letter. Let us know why you're excited about this role and how your qualifications and experience aligns with our needs.

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