1. Ministry Support Team Onboarding and capacity building:
- Implement onboarding programs that provide Ministry of Health support staff with the knowledge, tools, and processes needed to perform effectively.
- Deliver ongoing training, mentoring, and coaching to strengthen their capacity in digital health systems and customer support.
- Design support SOPs to help quality consistent delivery
- Identify operational bottlenecks in the team s day-to-day delivery and implement solutions to remove them.
2. Customer Support and guidance :
- Manage resolution of support requests from health facilities with low or inconsistent data entry, providing guidance and assistance.
- Coordinate rotations to provide 7-day-a-week support and extended hours coverage
- Own the ticket triage process prioritize, follow through, and drive timely resolutions that meet SLAs and customer satisfaction goals.
- Implement and maintain automated support processes
- Develop a self help knowledge base to be used in a chatbot for FAQs and self-service capabilities
3. Online and Field Engagement/Audits:
- Set up regular check-in calls with data managers providing support and guidance throughout their digitization journey.
- Conduct field visits to engage with health facilities staff and ensure smooth operations and HP performance
4. Initiatives Management:
- Develop and implement engagement and support initiatives aimed at deeply understanding and improving the satisfaction of health post staff.
5. Customer Relationship Management:
- Manage health facilities portfolio to ensure customer success and retention
- Cultivate and maintain strong relationships with health facilities staff, ensuring their issues and concerns are addressed effectively.
- Consolidate all health facilities information into a single CRM platform, including staff details, tech savviness levels, support tickets, training scores, and performance metrics.
6. Customer Insights:
- Prepare and administer regular surveys to gather customer feedback for continuous improvement.
- Translate, consolidate and manage different surveys as needed
- Regularly share customer insights with the team to champion customer needs and drive customer-centric product and service enhancements.
7. Metric Tracking:
- Monitor and track key customer success and support metrics, proactively working on initiatives to improve them.
- Preparing weekly and monthly reports to share customer success and support metrics with the rest of the team.
8. Quality Assurance
- Design and oversee user testing and validate changes before implementation.
- Develop and automate ticket audit workflows to ensure strict adherence to SOPs and support protocols.
9. Liaison with the Tech team:
- Provide user issues interpretation to the tech team as required.
10. Reporting:
- Keep detailed documentation of customer issues and their resolution for future reference and process improvement.
- Preparing weekly and monthly reports on key metrics and presenting them to the team.
QUALIFICATIONS
- At least 3 years experience in a customer success or support role, preferably in a healthcare and digitization settings.
- Exceptional communication and interpersonal skills, with the ability to build and maintain strong customer relationships.
- Strong leadership and team management skills.
- Strong problem-solving abilities with an empathetic approach to issue resolution.
- Strategic planning skills.
- Experience in government stakeholder management
- Proactive and self-driven approach to problem solving.
- Ability to find the root causes of problems and effectively implement solutions.
- Ability to connect with people from various backgrounds especially rural customers.
- Detail oriented approach to documentation and follow up.
- Proactive and detail-oriented with the ability to track and improve key customer success metrics.
- Experience using customer relationship management (CRM) tools and software.
- Proficiency in Kinyarwanda and English.
- Ability to quickly acquire new software tools.
- Proficiency in data analysis and performance tracking with a keen eye for data-driven insights.
- Willingness to travel for field visits as required, demonstrating a detail-oriented approach to operational assessment.
- Demonstrated growth mindset, embracing challenges and feedback as opportunities for learning
- and development
