Client Engagement Associate at EHA Clinics

EHA Clinics, a subsidiary of eHealth Africa, is a health care network operating across Nigeria that provides high-quality, innovative, data-driven, and technology-enabled services. EHA Clinics delivers a comprehensive range of state of the art health care services in each location, e.g,  general consultations, laboratory investigations, pharmaceuticals, annual medical checks, child wellness checks, ultrasonography, and specialized services (urgent care, telemedicine, home care, dental care, and ophthalmology).

We are recruiting to fill the position below:

Job Title: Client Engagement Associate

Location: Sangotedo, Lagos
Employment type: Full-time
Department: Client Relations
Reports: Senior Manager, Client Operations

Purpose of the Position 

• The Client Engagement Associate will assist in creating and developing long-term relationships with customers that will ensure retention, loyalty and generate revenue.
• You will be required to ensure customer conversions and retention.
• You should be an excellent communicator who is able to grasp customer needs and determine ways to fulfill them.
• Your goal will be to help us safeguard our revenue and increase the number of our customers and retain them.

What you’ll do 

• The Client Engagement Associate will support EHA Clinics department predominantly to:
• Establish productive, professional relationships with prospects in assigned sectors.
• Create plans to identify and address clients’ business needs.
• Follow up on customers’ complaints and develop action plans to meet the identified needs, while liaising with concerned units for corrective action where necessary.
• Diligently promote, follow up, close sales/deals, up-sell or cross-sell services and products.
• Collect client feedback about their experience through several mediums e.g. meetings, surveys, etc.
• Act as point of contact for complaints and escalate complaints and/or feedback to the relevant departments promptly.
• Study competition to find new ways to retain customers.
• Ensure both EHA Clinics and our clients adhere to contract terms.
• Work diligently to meet sales and revenue targets.
• Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needs.
• Work with the Client Relations Manager, on optimizing customer lifecycle.
• Assist in enhancing effectiveness and efficiency through technology.
• Assist in ensuring that service delivery meets agreed service level agreements.
• Assist in diagnosing service delivery problems and initiate actions to improve levels of service.
• Continuously seek ways to improve conversion, processes and activities. 
• Carry out other responsibilities that may be assigned.

Key Areas of Note 

• Ensure continuing education, training and development is undertaken to meet clinical governance guidelines for Continuing Professional Development and a Personal Development Plan. 
• Keep up to date with relevant medical research, technology, and evidence-based medical practice by attending continuing education courses and professional meetings, reading journals, etc.
• Perform a variety of research and analysis tasks associated with the improvement of clinical care, medical diagnosis, and treatment where appropriate.

Requirements

• The requirements listed below are representative of the knowledge, skill, and/or ability required to successfully perform this job.
• Minimum of Bachelor's Degree in Marketing, Business Administration, or related field.
• Minimum of 1 year of proven post NYSC-related experience as a Business Development Executive, Marketing Executive, Customer Success Officer or Client Service Officer.
• Experience in the healthcare industry or pharmaceutical distribution industry will be a strong advantage.
• Proven track record of meeting and exceeding targets.
• Background in customer service, sales and marketing.
• Completion of compulsory National Youth Service Corps (NYSC) or exemption.

Key Skills and Attributes:

• Hold Computer literacy
• Excellent Communication
• Leadership and Teamwork
• Problem solving and Initiative
• Strong Attention to Details
• Excellent organizational and planning skills
• Excellent verbal and written communication skills
• Excellent time management skills with proven ability to meet deadlines
• Ability to function well in a high-paced and at times stressful environment
• Proficient with Google Suite or related software
• Excellent interpersonal and communication skills.
• Strong networking and interpersonal skills.
• Excellent communication and negotiation skills.
• Ability to communicate well and able to work with team members of different levels at different locations.
• Strong problem-solving and creative skills.
• Ability to continuously identify opportunities for improvement 
• Ability to exercise sound judgment and make decisions based on accurate and timely analysis.
• Proficiency in the use of the Asana task management tool is an advantage
• Ability to pay attention to details and excellent reporting skills.
• Excellent interpersonal and customer service skills

Salary

• N2,726,090.20 - N3,835,882.67  (Yearly Gross)

Other Benefits:
The following benefits are available with this offer of employment:

• Healthcare: EHA Clinics will cover medical expenses for yourself, your spouse, and up to four (4) children under 21 years of age, or parents who are dependents of the employee (a total of 6 enrollees including the Primary) and supplemental health care coverage up to a cumulative maximum of N3,000,000 per household    (a total of 6 enrollees including the Primary) in any twelve (12) calendar months.
• Group Life Assurance: EHA Clinics provides life insurance for team members. This insurance is payable in the event of your death. The effective date of coverage will be upon the successful completion of your probationary period.
• Group & Personal Accident: EHA Clinics provides Accidental Death and Dismemberment Insurance (ADD) for you as our employee. AD&D covers death by accidental means (rather than natural causes) and dismemberment. The effectivedate of coverage is your hire date.
• Pension: EHA Clinics supports employee retirement preparation and investment by paying a 10% pension contribution on top of the statutory pension contribution of 8% that is already factored into your salary.
• Annual Leave: You are entitled to 21 days of paid annual leave (based on full-timework schedule). 

Application Closing Date
Not Specified.