Customer Success Assistant Job at Genesys Health

GeneSys Health information Systems Limited (GHIS) is an e-Health company committed to mitigating the gaping issues in the healthcare sector through innovative tech. Established in 2018 as a pioneer Health Management Information System (HMIS), we provide customised solutions - EMR and Telemedicine (Gemeni) - to (public and private) hospitals toward digitising patient- and hospital management workflow processes, improving the quality of care and operations.

We are recruiting to fill the position below:

Job Position: Customer Success Assistant

Job Location: Victoria Island, Lagos
Employment Type: Full-time
Reports To: Implementation Lead
Supervises: None
Team: Service Delivery & Management
Works With: Service Management Team, Development Team and (External) Clients

Overview

• We are looking to hire a resourceful Customer Success Assistant who will be responsible for building and managing the relationship between GHIS and its clients.
• S/he will serve in a support function toward acquiring and retaining our clients, and ensuring that customer satisfaction and service delivery are optimised. Consider yourself a CEO of some sort - a Chief Experience Officer that is.

What The Role Entails

• Establishing, developing and maintaining positive business and customer relationships.
• Providing first level support on issue resolution for clients and escalating issues in-line with the internal support escalation procedure and following up with same to ensure closure.
• Resolving customer enquiries and complaints; reducing TAT and increasing customer success
• Supporting in the product design and development by leveraging insight from client interactions.
• Generating sales leads through cold calls or other sales and customer prospecting techniques.
• Evaluating and optimising demo. processes and communication pipeline for client interactions.
• Preparing documentation, logs and reports on client support requests and market analysis.
• Supporting in creating policies and procedures toward improving customers' journey/experience.

Biggest Problem To Solve:

• Effectively managing and fulfilling the needs of our clients, and improving customer satisfaction.

Required Skills & Competencies

• Bachelor's Degree in marketing, brand management or communications is a plus.
• Minimum of 2 year(s) work experience in customer-facing or relationship-marketing roles.
• Ability to work independently and communicate/collaborate with stakeholders.
• Knowledge of customer success processes, and proficiency in CRM tools.
• Excellent problem-solving, organisation and presentation skills.
• Strong report writing, critical thinking and product sales capabilities.

Benefits & Perks

• Monthly basic salary of 60,000 Naira
• Complementary - monetary and non-monetary - allowances
• 13th month salary
• Pension
• HMO
• Flexi work plan
• Work with a brilliant and diverse team and clients.
• Enabling environment for personal and professional development.