Elephant builds mobile, digital infrastructure for public health systems across the Global South. Founded in 2018 by doctors and driven by technical expertise, we are building a platform - ElephantOS - that improves outcomes, reduces costs and makes healthcare accessible for all.
We currently have
employees in Kenya, Nigeria, Pakistan and the UK. And we’re backed by leading
VC firms including Novastar Ventures, General Catalyst, LocalGlobe, First
Minute, SeedCamp, Push Ventures, Speed Invest and Manta Ray.
Our company has deep
ethical roots, combining science with ambition and social purpose. Our culture
is based on bias for action and collaboration; openness and candour; passion
and kindness.
We are a small band of
experts. This inspires our purpose as we focus on delivering solutions for
real-world health problems. We are open, creative and collaborative, and we
believe that products, whether used in Sudan or San Francisco, should be
intuitive and beautiful.
If this is a mission
and a company you can stand behind, keep reading!
Role overview: Senior
Customer Success Coordinator
Elephant’s software is
used by public and private healthcare providers to digitize their patient,
stock, billing and insurance records and connect all aspects of the healthcare
system.
As an Elephant Senior
Customer Success Coordinator, you will ensure that our customers are satisfied
with and are getting value from using the ElephantOS and support services we
are providing them. This involves team management, project execution,
cross-functional collaboration, stakeholders engagement, data analysis, monitoring
and evaluating customer satisfaction and documentation.
This role requires
frequent travel within Nigeria.
What you’ll do:
The Senior Customer
Success Coordinator is responsible for the following activities:
Launch facilities
(onboarding new customers):
You will be responsible
for for ensuring that new customers have a smooth onboarding experience which
may include the following:
- Conducting facility assessments to
identify departmental stations and network availability.
- Facilitating the setting up of
profiles for site champions, and key persons within the facilities.
- Training of site champions on key
features within the system ie: adding users, disabling users, adding
billing information, stock intake etc.
- Setting up the various stations
with tablets and testing the Elephant software in real time.
- Conducting general training for all
users at the facility.
Providing ongoing
customer support (account management):
You will be responsible
for answering customer queries, troubleshooting and resolving issues that may
arise over the lifecycle of the customers. This would include the following:
- Providing on-the-ground support for
facilities whenever the need arises.
- Enabling/equipping site champions
to be able to conduct some basic troubleshooting on their own.
- Working with the finance team to
ensure payments are collected, remitted and reconciled timely and
consistently.
- Being an expert in our in-built
customer feedback tool and empowering site champions to be able to use
this tool effectively.
- Frequently visiting the facilities
to ensure they are using Elephant OS most effectively and efficiently
- Providing support for facilities in
nearby regions/locations.
Sales support:
- You might be called upon to assist
with Elephant’s sales drive from time to time, including conducting
presentations on behalf of sales representatives.
- We want every team member to
succeed, so this role will receive extensive training on how to be an Elephant
‘expert’ before going live in facilities.
Others:
- Monitoring customer satisfaction:
You will need to regularly check in with customers to ensure that they are
satisfied with using the ElephantOS and our support services, and identify
areas for improvement.
- Coordinating with other team
members: You will be required to work closely with other team members
within the company such as sales, product and engineering, marketing, to
ensure that the customers are receiving the support they need to be
successful.
- Analyzing customer data: You will
be required to conversant with analyzing data and patterns to be able to
use it to identify treads, opportunities and areas for improvement. This
may include analyzing metrics to gain insights into how your customers are
using the ElephantOS and its features.
- Creating and maintaining customer
relationships and success documentation.
Requirements
Essential:
- A degree or diploma from a
recognized university;
- At least five years working
experience in a customer facing role; and
- Experience in team leadership and
project management
Desired:
- An entrepreneurial mindset with
sound judgment and first-rate problem-solving skills;
- A proactive approach to problem
solving and a bias for action;
- Attention to detail with a natural
ability to juggle many moving parts; and
- Excellent communication and
interpersonal skills;
- Experience in the deployment of a
SaaS product; and
- Fluency in Igbo language is an
added advantage.
Benefits
The starting pay is
500,000 to 700,000 Naira gross per month. Your salary and benefits will grow as
the company continues to grow.
Our benefits include:
- We aim to provide all members of
our team with flexibility. Our office in Nigeria are fully
- Hybrid work (remote and onsite),
allowing employees to work from home when necessary.
- 21 days holidays + public holidays.
- Pension contribution.
Method
of Application
Interested and
qualified applicants should follow the link below to submit CV and application
letter.
Location:
Remote, Anambra, Nigeria. Operations/CS,
Full time
Application
Deadline: Not Specified
>> CLICK HERE TO APPLY ONLINE
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