Sand Technologies

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