Customer Experience Manager at Helium Health

Helium Health is a full-service Healthtech company that provides a suite of solutions for healthcare providers, payers, and patients in emerging markets — at the core of which is our SaaS based electronic medical records/hospital management information system (EMR/HMIS).

We are recruiting to fill the position below:

Job Title: Customer Experience Manager

Location: Lagos
Job Type: Full Time (Hybrid)

Job Description

• We are seeking to hire a Customer Experience Manager to monitor relationships with existing customers to ensure customer satisfaction and retention.
• S/he will also be responsible for coming up with customer lifetime value strategies ensuring maximum profitability.
• They will coordinate with other members of the team to deliver a top-class service.

Responsibilities
Customer Experience Management:

• Develop and Implement the Helium Health Customer Experience (CX) operations model including journey management, and strategy leveraging the existing technology stack to drive delightful experiences across all product portfolios and customer segments and improve customer retention and loyalty outcomes. 
• Initiate customer risk trigger/ monitoring mechanisms and deploy timely intervention measures to proactively eliminate risks and retain existing customers and customers in the project pipeline. 
• Create and drive customer advocacy and engagement strategy to develop brand champions out of Helium Health customers and facilitate positive feedback sharing. 
• Continuously evaluate, improve, and deploy onboarding and training strategy resources across customer segments and products, to improve early product adoption and reduce early-stage churn propensity. 
• Manage the database of Helium Health customers ensuring an effective segmentation for lifecycle engagement, product adoption, continuous usage, product improvement, and overall customer satisfaction. 

Business Insight & Policy:

• Develop policies that drive transparency and accuracy of business insights across all product portfolios. 
• Conduct industry research on the latest trends/improvement opportunities and develop case studies that support product innovation, customer retention, and customer loyalty. 
• Work hand in hand with internal stakeholders in data, engineering, product, tech support, PMO, sales, and marketing to ensure easy and seamless access to valid and reliable data. 
• Effectively Track, analyze, and report on key performance and customer metrics on time evaluating risks, mitigation plans, wins, challenges, and improvement plans 

People Management:

• Employ a High-Performance approach to managing the team through the progressive goal, KPI, and OKR setting, measurement, execution, and ongoing coaching.
• Implement strategies to develop team members into self-starters and subject matter experts within the team. 
• Manage cross-functional team requirements for both customer needs and shared business service objectives acting as the Voice of the customer internally and the voice of stakeholders within the executive team. 

Requirements

• First Degree in Marketing, Information Technology, Public Relations, Business Administration, Economics, Finance, or any other related field. The equivalent of the same in working experience is also acceptable
• Minimum 8 years’ experience in customer service, engaging in acquisition, re-engagement and retention strategies. 
• Can be very patient and empathetic to customer needs, and can maintain professional composure in difficult situation. 
• Enjoys educating customers about various product features and is eager to help customers succeed. 
• Excellent communication skills that will ensure effective conveyance of information and execution of duties in a cross-functional setting.
• Solid experience with Customer Service Systems and KPI metrics, with experience in basic set- ups and development of corporate-level CS programs and campaigns.
• Experience working with multiple communication channels in consumer interactions.
• Eager to work in an entrepreneurial environment and help drive innovation.

Benefits
This role offers a competitive salary in a collaborative work environment with a dynamic and diverse team. We also offer tremendous potential with a growing global organization. Package includes:

• Guaranteed take home 
• 20 days holidays + public holidays 
• Robust Learning and Development Opportunities 
• Team-building activities and social events 
• Amazing team culture.
• Enhanced Parental + Family Leave – 60 days paid Maternity Leave and 20 days paid Paternity Leave. Our Adoption Leave policy follows the similar arrangements. 
• Health Insurance or Medical Allowance 

How to Apply
Interested and qualified candidates should:
Click here to apply