Customer Success Associate

DOES THE IDEA OF REVOLUTIONIZING RURAL HEALTHCARE DELIVERY EXCITE YOU?

Well then, this might just be the job for you!

—----------------------------------------------------------------------------------------------------

ABOUT US

Africa has an untapped talent pool that is increasing exponentially, with a projected workforce that will exceed India and China by 2035. Fuelled by this, our mission is to create work opportunities for millions of Africa’s youth and solve the world’s shortage of technology talent. 

Our company SAND has 450+ staff members from 48+ countries with plans to acquire several companies around the world to become a multi-billion dollar global technology services provider that employs over 100K employees across the globe.

We have 2 brands represented in our ecosystem:

• With ALX, we're cultivating the fastest-growing pool of technology talent globally, training aspiring professionals in software engineering, cloud computing, data science, and Salesforce across over 60 countries. ALX fosters a vibrant community for top tech talent, igniting transformative careers by connecting top technology talent with extraordinary opportunities for impact.
• Through Sand Technologies we support enterprises and scale-ups around the world to develop world class technology products, build great technology teams, generate more revenue, and deliver outstanding customer experience. Our clients include one of the largest cloud computing providers in the world as well as Bestseller A/S (Denmark), Create Prime (New Zealand), Stanbic Bank (Kenya), and Tamara (Dubai). 

With varying levels of expertise in software development, data, cloud, machine learning, artificial intelligence, UX design, web development, etc, we provide unparalleled opportunities to technology talent worldwide while reshaping industries, disrupting traditional business models, and creating new opportunities for innovation and growth.

We do hard things!

ABOUT RHOS

The Rural Health Operating System (RHOS) is a Sand Technologies project that is reimagining rural healthcare delivery across Africa. RHOS seamlessly integrates technology, people, and processes to gather high-quality data from rural health posts, empowering healthcare leaders with real-time data for informed decision-making. This data is managed at our Health Intelligence Center, known as the Blueroom, which is also where the RHOS team provides tech and operational support to health posts to facilitate their delivery of high quality cost-effective care to rural populations. 

ABOUT THE ROLE

In this role, you will be the heart of our customer support, serving as the main point of contact for Digital Health Officers (DHOs), nurse entrepreneurs, and other health post staff. Your empathy, exceptional relationship-building skills, and commitment to customer success will be instrumental in ensuring their smooth transition to digital systems and enhancing their overall satisfaction. You will play a pivotal role in shaping the success of the RHOS project through fostering and maintaining strong customer relationships.

RESPONSIBILITIES

Customer Support and guidance :

• Manage a call center to handle support inquiries.
• Coordinate rotations to provide 7-day-a-week support and extended hours coverage
• Triage incoming support tickets and consistently follow up on reported issues to ensure that they are properly resolved in order to meet the needs of the customers.
• Implement and maintain automated support processes through chatbot for FAQs and self-service capabilities

Online and Field Engagement/Audits:

• Set up and lead regular check-in calls with DHOs and nurse entrepreneurs, providing support and guidance throughout their digitization journey.
• Conduct regular field visits to engage with health posts staff and ensure smooth operations and HP performance

Initiatives Management:

• Set up and manage the Head Nurses board and the DHO champion program on a daily basis.
• Develop and implement support initiatives aimed at deeply understanding and improving the satisfaction of health post staff.

Customer Relationship Management:

• Manage assigned Health posts portfolio to ensure customer success and retention
• Act as the main point of contact for Digital Health Officers (DHOs) and other health post staff. 
• Cultivate and maintain strong relationships with health post staff, ensuring their issues and concerns are addressed effectively.
• Consolidate all health post information into a single CRM platform, including staff details, tech savviness levels, support tickets, training scores, and performance metrics.

Customer Insights:

• Prepare and administer regular surveys and conduct calls to gather customer feedback for continuous improvement.
• Translate, consolidate and manage different surveys as needed 
• Regularly share customer insights with the RHOS team to champion customer needs and drive customer-centric product and service enhancements.

Metric Tracking:

• Monitor and track key customer success and issue management metrics, proactively working on initiatives to enhance them.
• Preparing weekly and monthly reports to share customer success and issue management metrics with the rest of the RHOS team.

Quality Assurance

• Conduct user testing and validate changes before implementation.

Reporting:

• Keep detailed documentation of customer issues and their resolution for future reference and process improvement.

Liaison with the Tech team

• Provide support to the tech team as required.

QUALIFICATIONS

• Proven experience in a customer success or support role, preferably in a healthcare and tech settings.
• Exceptional communication and interpersonal skills, with the ability to build and maintain strong customer relationships.
• Strong problem-solving abilities with an empathetic approach to issue resolution.
• Ability to find the root causes of problems and effectively implement solutions.
• Ability to connect with people from various backgrounds especially rural customers.
• Detail oriented approach to documentation and follow up.
• Proactive and detail-oriented with the ability to track and improve key customer success metrics.
• Experience using customer relationship management (CRM) tools and software.
• Proficiency in Kinyarwanda and English.
• Ability to quickly acquire new software tools.
• Demonstrated growth mindset, embracing challenges and feedback as opportunities for learning and development.