Customer Success Coordinator at Elephant Healthcare

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.

We are recruiting to fill the position of:

Job Title: Customer Success Coordinator

Location: Anambra, Nigeria
Employment Type: Full-time
Category: Operations/CS
 

Job Description

• 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 Customer Success Coordinator, you will be responsible for deploying Elephant’s software in hospitals and health facilities across the country, training frontline healthcare workers, and providing day-to-day aftercare and technical support to facilities.
• This role requires frequent travel within Nigeria.

What You'll Do
The Customer Success Coordinator is responsible for the following activities:

Launch facilities (onboarding):

• Conduct facility assessments to identify departmental stations and network availability.
• Facilitate the setting up of profiles for site champions, and key persons within the facilities.
• Train site champions on key features within the system ie: adding users, disabling users, adding billing information, stock intake etc.
• Setup the various stations with tablets and test the Elephant software in real time.
• Conduct general training for all users at the facility.

Customer support / aftercare (account management):

• Provide on-the-ground support for facilities whenever the need arises.
• Enable/equip site champions to be able to conduct some basic troubleshooting on their own.
• Be an expert in our in-built customer feedback tool and empower site champions to be able to use this tool effectively.
• Frequent visits to facilities to ensure they are using Elephant OS most effectively and efficiently.
• Support timely collection and remittance of payments in facility.
• Provide 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:

• 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.

Requirements
Essential:

• A Degree or Diploma from a recognized university;
• At least 3 years working experience; and
• Ability to work with a diverse team.

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;
• Excellent communication and interpersonal skills; and
• Fluency in Igbo language is an added advantage

Benefits
The starting pay is N350,000 to N500,000 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 is fully remote at the moment allowing employees to work from home;
• 21 days holidays + public holidays; and
• Pension contribution.

Application Closing Date
Not Specified.