Head of Customer Success at Ilara Health

Ilara Health brings accurate and affordable diagnostics to the 500 million people in Africa who today struggle to access a simple blood test. We distribute low-cost, AI-powered diagnostic devices directly to primary care doctors in peri-urban and rural clinics, where the availability of common diagnostics is very poor.

Working with and for ILARA Health’s customers to improve workflows, maximize value, and infuse feedback into future versions of the ILARA Health diagnostics devices experience. ILARA Health is looking for a Director of Customer Success, to manage our portfolio of medical facilities clients. From post-sale onboarding to renewal, you will engage with the customer at every point of their journey. You will work closely with the CEO, COO and hire and manage a team of Customer Success Managers (CSMs) to ensure retention and growth of our largest accounts. ILARA Health is is a venture-backed medtech company, which harnesses the power of smartphones and cloud data for screening and monitoring individuals

Qualifications

  • You have a proven track record of ensuring customer success (adoption, renewals, upsell)
  • You have managed high-growth accounts
  • You are empathetic and customer-centered, ensuring the customer comes first
  • You take initiative and are well organized
  • You are able to identify where process needs improvement and can create process where needed
  • You understand when to escalate customer-facing issues to other teams
  • You have strong written and verbal communication skills
  • 3-5 years experience as a Customer Success Manager
  • Interest or experience in health-tech (preferred)

Responsibilities

  • Closely manage an expanding portfolio of enterprise accounts
  • Be responsible for the ultimate success of ILARA Health customers, including onboarding, implementation, and renewal
  • Work closely with enterprise accounts to establish clear goals and milestones that you and the customer will be working towards
  • Ensure customer loyalty by nurturing long-term partnerships
  • Synthesize customer feedback and work with internal teams to respond to customer needs
  • Generate, maintain and share educational resources, trainings, and best practices
  • Bring additional value by encouraging deeper feature adoption by identifying opportunities for expansion

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