Healthcare IT · Service Delivery · Client Success

Operations leadership that scales and retains.

I'm Souvik Basu — Operations Manager for Technical & Business Service Management at eClinicalWorks, with 10+ years across account management, team leadership, and product management in healthcare IT.

Ahmedabad, India · Open to relocation worldwide · Targeting Manager / Senior Manager / VP roles

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$200M+
Combined revenue of enterprise client portfolio managed
$1.5M
Recurring invoicing of largest individual account
10+ yrs
Progressive growth at eClinicalWorks — IC to Operations Manager
35
Largest team led — 32 Strategic Account Managers and 3 Team Leads
6
Team members grown into senior and leadership roles
97.8%
Positive client satisfaction (PSR) as Operations Manager

About

The short version of a long tenure.

My career has been a single, deliberate climb inside one of healthcare IT's major EHR companies: Strategic Account Manager → Mentor → Team Lead → Operations Manager, with a concurrent stretch as Product Manager for the company's internal CRM. That progression means I understand service delivery from the ticket level to the P&L level.

What I'm known for: building things that didn't exist before. In November 2022 I stood up the Afterhours Strategic Account Management team — a function executive leadership had wanted formalized since 2015 — designing its processes and workflows end to end and running it as manager to deliver US afterhours and 24×7 coverage for enterprise clients.

I think in systems. Whether it's a CAPA cycle, a team KPI framework, or an AI-assisted reporting tool, my instinct is to find the repeatable process inside the chaos, document it, and then automate whatever a machine can do better.

Experience

eClinicalWorks Pvt Ltd · 2015 — Present · Earlier: TCS, Vodafone

May 2019 — Present

Operations Manager — Technical & Business Service Management

eClinicalWorks Pvt Ltd · Ahmedabad, India

  • Manage an enterprise client portfolio generating in excess of $200M in combined revenue, including individual accounts with recurring invoicing up to $1.5M.
  • Led a 35-member organization (32 Strategic Account Managers, 3 Team Leads) for regular-hours operations from Feb 2019 to Nov 2022.
  • Built the Afterhours Strategic Account Manager (SAM) team from scratch in Nov 2022 — a function executive leadership had sought to formalize since 2015 — owning process design, workflows, and bottleneck elimination to deliver US afterhours and 24×7 customer coverage for enterprise clients.
  • Prepared and implemented end-to-end processes for the Afterhours SAM team to ensure end users receive the required outcome within SLA; implemented reporting and documentation flows giving requesters and upper management full visibility.
  • Developed 6 team members into senior and leadership roles: two SAMs promoted through Team Lead to SAM Manager, one Team Lead to SAM Manager, two SAMs to Team Lead, and one SAM to Senior SAM.
  • Scheduled training and guidance sessions, holding one-on-one meetings with team members to groom them on their growth potential.
  • Maintain 97.8% positive client satisfaction (PSR) and a strong client retention track record, anchored in direct working relationships with client executive leadership.
  • Applied critical thinking to gap analysis, driving internal process improvement and CAPA implementation; consistently lead a top-performing team on KPIs while delivering on personal KPI targets year over year.
  • Automate service operations and deliver structured workflows to development teams; build AI tools for reporting and operations.

Aug 2023 — Jan 2025 Concurrent role

Product Manager — Internal CRM Application

eClinicalWorks Pvt Ltd

  • Stepped up when the organization was short-handed on product managers — split the working day (5–6 hours per role) between PM and Operations Manager duties, remaining on call for both.
  • Owned product management for the company's internal CRM across three modules: Automation, Release Management, and Procurement.
  • Delivered at full-time PM benchmarks in a part-time capacity, with the 2nd-highest volume of internal requests and Jira tickets created and resolved post go-live over the ~2-year tenure.
  • Gathered requirements, quantified scope, and delivered accurate specifications to development teams for agile sprint planning and hour allocation; proficient in JQL (Jira Query Language).

Feb 2018 — May 2019

Team Lead — Technical & Business Service Management

eClinicalWorks Pvt Ltd

  • Directed a team of 11 Strategic Account Managers serving enterprise healthcare clients.
  • Achieved 98.3% positive client satisfaction (PSR) — the highest track record of the year — with minimal escalations beyond the TL level and none reaching VP or executive leadership.
  • Retained the majority of the team through a period of external poaching by proactively identifying the attrition risk and executing a retention strategy in partnership with HR.

Jan 2017 — Feb 2018

Mentor — Technical & Business Service Management

eClinicalWorks Pvt Ltd

  • Reduced Team Lead involvement to 15% by resolving 85% of client items through SAM training initiatives, acting as the bridge between the SAM team and the Team Lead.

Feb 2015 — Jan 2017

Strategic Account Manager

eClinicalWorks Pvt Ltd

  • Managed enterprise healthcare accounts end to end on the eClinicalWorks EMR/EHR platform, maintaining a 100% customer satisfaction record throughout the tenure.
  • Identified and reported escalations proactively, resolving each with a structured course of action before they grew.

Before eClinicalWorks

Internships — TCS & Vodafone

Tata Consultancy Services · QA Tester Intern (6 months) · Vodafone · Developer Intern (2 months)

2012 — 2014

Master's in Information Technology

Dhirubhai Ambani University (formerly DA-IICT), Gandhinagar

Skills

Grouped the way a hiring manager reads them.

Service & Operations Leadership

Technical Service ManagementBusiness Service ManagementClient Success & RetentionExecutive Relationship ManagementTeam Building (0→1)KPI Design & ManagementCAPA & Process ImprovementSOP & Workflow Design

Domain & Product

EMR / EHR (eClinicalWorks)Healthcare IT OperationsProduct ManagementRelease ManagementProcurement WorkflowsEnterprise Account ManagementAtlassian Jira & JQLAgile Sprint PlanningRequirements Gathering

AI & Automation

ClaudeGeminiPerplexity (lead research)AI-assisted report generationAutomation opportunity mappingWorkflow specs for dev teams

Certifications & Training

Operations Management & Six Sigma — Executive Certificate, IIM Raipur (Aug–Dec 2021)Artificial Intelligence for Business Managers — Ahmedabad Management Association (May–Jul 2026, in progress)

Selected work

Things built, not just managed.

Team & function build

Afterhours SAM Team

Stood up a brand-new afterhours strategic account management function in Nov 2022 — a capability leadership had wanted since 2015. Designed the entire process and workflow layer, eliminated operational bottlenecks, and run it today as manager, delivering US afterhours and 24×7 coverage for enterprise clients.

Product management

Internal CRM — 3 Modules

As concurrent Product Manager (2023–25), owned the internal CRM across its Automation, Release Management, and Procurement modules — part-time, yet delivering the 2nd-highest volume of requests and Jira tickets resolved post go-live.

AI-assisted operations

Automation & AI Tooling

Built AI-assisted tools for report generation and recurring operational tasks, and established a repeatable practice of identifying automatable processes and handing structured workflow specs to development teams.

Beyond work

The person behind the KPIs.

Automotive builds

Building and customizing vehicles with a focus on performance modification — a serious hobby since 2010. Featured in a local Gujarati newspaper (2011) and in Motoring World magazine, one of India's top automotive publications (Nov 2024 issue).

Photography

An eye for detail off the clock as well as on it.

Languages

English and Hindi (native), Gujarati and Bengali (proficient), Japanese (beginner — actively learning).