Customer Success

June 23, 2022

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Kenya

Customer Success Account Lead

Customer Success

Do you want to contribute to getting millions of people all over the world access to healthcare? Do you want to work in a fast-paced, international environment where you can truly make a difference? Do you want to be part of a developers-community that radically transforms healthcare? Join our highly skilled team of 190 colleagues at M-Tiba (powered by CarePay) and have impact from day one!  

At M-Tiba (powered by Carepay) in Kenya, we have an exciting opportunity for an enthusiastic individual to join our agile and dynamic Customer Success Team as a Customer Success Account Lead. This position is well suited to an individual who is proactive and keen to continually improve the client growth, experience, and retention.

If you are interested, please apply here.

Our mission

We believe mobile technology can connect everyone to healthcare at very low cost. Our technology is already changing the healthcare industry by connecting people, funders and providers in Kenya and Nigeria through a single mobile health platform.  Our platform empowers the individual to access health insurance schemes and pay for healthcare efficiently and transparently via their mobile phone. We are proud to have over 5 million people, more than 4,400 healthcare clinics and a growing number of insurers use our platform. And it’s growing every day.  

Since the start, CarePay has gained international traction. In 2017, CarePay won the FT/IFC Transformational Business Award and in 2018 CarePay was recognized as Technology Pioneer by the World Economic Forum. In 2019, CarePay won the Swiss Re Entrepreneurs for Resilience Award. In 2020 CarePay was selected as one of the pioneering use cases on Europe’s GAIA-X cloud platform and has been listed together with Safaricom in Fortune’s Change the World top 10, alongside companies like Zoom and Alibaba.

Job description

A Customer Success Account Lead is end to end responsible for the growth and retention of either one of CarePay’s key accounts or several smaller accounts. Key objective is to make these clients more successful by enabling them to use the full breadth of CarePay’s products and services offering. In other words: by ensuring full adoption of CarePay’s propositions the Customer Success Account Lead enables the customer to unlock maximum value. Through this, a Customer Success Account Lead is able to maximize revenue generation for CarePay (in a responsible way), whilst ensuring retention of the client.

KEY RESPONSIBILITIES:

  • Manage key clients, their growth and retention.
  • Apply best practices of customer success achievements at client(s) under management.
  • Develop and apply standardized client processes and journeys.
  • Identify opportunities for product development based on client’s direct and latent needs.
  • Ensure high quality relationship & change management with key stakeholders and clients including understanding their needs.
  • Ensure successful launch of product offerings, enhancement, and opportunities for scaling with client.
  • Ensure outstanding customer satisfaction and service delivery for the client(s).

Required skills

ESSENTIAL QUALIFICATIONS, EXPERIENCE & SKILLS:

  • Bachelor’s degree, preferably in Economics, Business or Healthcare Management with Project Management angle
  • At least 3-7 years of relevant working experience in client-facing roles involving management of projects, relationship building, problem solving and application of analytical skills.
  • Experience in working in fast changing environments (start-up, scale-up, digital & tech companies, consulting environments)
  • Experience in and knowledge of health care insurance industry is an advantage.
  • Understanding of private and public outpatient and in-patient healthcare delivery
  • Strong commercial acumen
  • Strong communicator at all levels of an organization up to Executive and possesses keen listening skills.
  • Ability to incorporate business context and describe technical functionalities to those less versed in technology.
  • Ability to partake and manage resources across a matrixed organization.
  • Able to effectively manage multiple works streams.
  • Outstanding project and process management skills
  • Excellent change management skills
  • Understanding of confidentiality and data protection issues
  • Ability to thrive in a fastmoving experimental and agile organization, with “bias to action.”
  • Personal qualities of integrity, credibility, professionalism, and a commitment to CarePay’s mission and values.
Apply now