Operations

Customer Success Manager

Lagos   |   Full time

Helium Health is a full-service healthtech company that provides a suite of solutions for healthcare providers, payers, patients and partners in emerging markets — at the core of which is our SaaS based electronic medical records/hospital management information system (EMR/HMIS).


We are on a mission to accelerate Africa’s transition to a technology and data driven healthcare sector. We are continually increasing our product offerings in order to multiply the value we deliver to our customers and healthcare stakeholders at large (patients, providers, and payers).


We are looking to hire a Customer Success  Manager to monitor relationships with existing customers to ensure customer satisfaction and retention; s/he will also be responsible for coming up with customer lifetime value strategies ensuring maximum profitability. You will coordinate with other members of the team to deliver a top-class service. 


Responsibilities: 

Customer  Service Management 

  • Develop the Helium Customer Service model and determine tool to manage it, ensuring it works seamlessly across the organisation and captures all required information at key points in the customer life cycle. 

  • Develop and deliver CS strategies across the Service Delivery value chain to encourage customer retention and customer loyalty. 

  • Manage customer relationships, offering ideas and insights to the customer to improve use of Helium products and resolve any issues and challenges. 

  • Engage customer periodically and manage complaints accordingly; follow up on every issue and ensure complete satisfaction and maximum utilization of the Helium Product deployed to customers. 

  • Monitor and maximise customer lifetime value strategies ensuring maximum profitability. Introduce new Helium Products and Features towards expanding the account portfolio. 

  • Manage the database of Helium customer ensuring it is effectively segmented for targeted marketing activities. 

  • Designate accounts to team members and ensure the team follows all CS policies and procedures when dealing with customers. 

  • Continually promote the Helium brand/services to ensure that Helium is top-of-mind for customers. 

  • Execute customer risk evaluations and provide improvement services on the threatened accounts in collaboration with the Growth and Tech Teams.

  • Deploy corresponding training materials to educate external customers on the issue as necessary and on internal teams towards effectively creating strong customer-brand relationships. 


Business Insight 

  • Participate with senior management in the development and implementation of customer risk control policy, marketing and business strategy. 

  • Conduct loss analysis on individual accounts to identify root cause, trends and emerging issues and develop business solutions in collaboration with other teams to minimize exposures.

  • Scout for and identify opportunities for new products and service delivery within existing clients and pass information to corresponding Growth Teams. 

  • Analyze compiled customer insight data and collaborate with Growth, R&D and Product Development Teams to recommend possible new streams of income. 


People Management 

  • Manage, motivate and support team performance; mentor and coach reports to ensure performance in the team is sustained. 


Requirement: 

  • Minimum 8 years’ experience in customer service, engaging in acquisition, re-engagement and retention strategies. 
  • Solid experience with Customer Service Systems and KPI metrics, with experience in basic set- ups and development of corporate-level CS programs and campaigns 
  • Experience working with multiple communication channels in consumer interactions 
  • Eager to work in an entrepreneurial environment and help drive innovation 
  • Can be very patient and empathetic to customer needs, and can maintain professional composure in difficult situation 
  • Enjoys educating customers about various product features and is eager to help customers succeed 
  • Excellent communication skills that will ensure effective conveyance of information and execution of duties in a cross-functional setting. 
  • First Degree in Marketing, Information Technology, Public Relations, Business Administration, Economics, Finance, or any other related field. The equivalent of the same in working experience is also acceptable.

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