Customer Success Analyst (Pharmacy-related roles only) at Estrada International Staffing Solution

Estrada International Staffing Solutions - Our client is an on-demand platform that enables fast and easy access to medication. As a startup, they are passionate about healthcare and are committed to improving the lives of 500,000 Africans by eliminating barriers to accessing medication easily. For more information, check out their website.

We are recruiting to fill the position below:

Job Title: Customer Success Analyst (Pharmacy-related roles only)

Location: Ikoyi, Lagos
Employment Type: Full-time

Job Description
 The Customer Success Analyst is responsible for ensuring clients and patients receive superior service. A key member of the core client account team, this role is responsible for the overall satisfaction and retention of an assigned book of business. The analyst manages the day-to-day client relationship and is accountable for core service delivery for clients, working cross-functionally with all operations. The Customer Success Analyst proactively reviews performance metrics to promote client satisfaction, profitability, and retention. They utilize technology, tools, processes, and resources to anticipate and exceed client needs and expectations. The role also involves collaborating with stakeholders on client activity, expectations, and service needs.

Responsibilities

• Act as a liaison between our client and practices to ensure positive engagement and performance with partners.
• Build strong cross-functional internal relationships between partners and their clients.
• Manage day-to-day client relationships through comprehensive knowledge of clients' benefit plans and product offerings.
• Interact daily with clients, consultants, and other providers to provide preventative consultation, analysis, and issue resolution.
• Responsible for timely and accurate management and execution of all client benefit requests, including benefit changes, product upsells, new groups, terminations, and escalated issues.
• Assist in the implementation of new products for new groups, including establishing and leading internal meetings to ensure quality and timeliness throughout the process.
• Lead client-centric team meetings to review operational performance against clients' expectations and needs.
• Present operational performance metrics to clients monthly and/or quarterly to promote client satisfaction, client retention, and upsell opportunities.
• Utilize technology effectively for fact-checking and documentation of all customer interactions.
• Perform other related duties as assigned.

Requirements

• A Bachelor's degree in Pharmaceutical or related fields is a plus.
• Must live in Lagos, preferably on the island.
• Must be computer literate.
• Over 3 years of experience as a Customer Success Analyst.
• 1 year of experience in healthcare, managed care, physician office, or account management is strongly preferred.
• 1 year of pharmacy or healthcare customer service or other clinical outreach support is preferred.

Skills

• Excellent presentation skills, interpersonal skills, and excellent written and verbal communication skills with the target audience.
• Strong relationship-building skills, multitasking, prioritization, and solutions-oriented.
• Strong strategic thinking, critical thinking, and analytical skills.
• Metrics-driven ability to understand key goals from the program and understand reporting results to communicate areas of opportunity to physicians and/or office staff for behavior modifications.
• Proficient in Microsoft Office: Outlook, Word, Excel, PowerPoint.

Salary
N150,000 - N180,000 / Month

Application Closing Date
 Not Specified