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About Us

Savannah Informatics is a Kenyan e-Health software company founded to deliver interoperable, connected solutions for healthcare facilities, organizations, and regions. Our vision is to enable a better healthcare future through the pioneering use of information technology and knowledge creation. Our work epitomizes the future we foresee in the East African health sector: efficiency, higher value, better quality, and outcomes for patients and other consumers of health. 

Our customers partner with Savannah to deliver challenging projects, thus believing in the capabilities of our employees.

If you share in our motivation, vision, and aspirations, check out the careers page of our corporate website. 

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Job Description

 

The Client Success Representative will ensure exceptional client support and maximize their experience with our solutions and products. Serving as the primary contact, you will manage relationships, drive product improvements, and advocate for client needs within our organization. This role demands a passion for healthcare technology, excellent communication skills, and a commitment to delivering outstanding customer service.

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Responsibilities

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Client Success & Account Management​:

• Serve as the principal contact for assigned clients, ensuring they receive ongoing support and assistance from Savannah.

• Maintain accurate and detailed records of client interactions, scheduled visits, training plans, and other relevant details in the CRM database.

• Conduct regular visits and document interactions with clients to ensure effective communication and support.

• Provide first-line account management for clients and assist the Customer Success team in resolving client queries and support issues efficiently.

• Identify and refer potential sales opportunities and client issues to Sales and Account Managers and Savannah’s commercial team as needed.

• Work closely with Sales and Account Management teams to ensure timely renewal of client contracts and agreements.

• Participate in out-of-hours support as required to uphold Savannah’s commitment to client satisfaction.

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Client Advocacy:

 

• Serve as the voice of the client within Savannah, advocating for their needs, concerns, and collecting feedback to identify trends, patterns, and areas for improvement to share to relevant internal teams

• Champion client success stories and testimonials to showcase the value of Savannah’s solutions.

• Proactively monitor client satisfaction and engagement levels, identifying at-risk clients and developing strategies to mitigate churn rate

• Develop and implement retention initiatives, such as customer loyalty programs or personalized outreach campaigns, to strengthen client relationships.

• Facilitate the onboarding process for new clients, ensuring a smooth transition and successful adoption of Savannah’s solutions.

• Develop and deliver training sessions, webinars, and educational materials to empower clients to effectively utilize Savannah’s products and services.

• Provide ongoing support and guidance to clients throughout their lifecycle, addressing any questions or challenges they encounter

• Work collaboratively with Sales, Marketing, Product Development, and Support teams to align strategies and initiatives to optimize the overall customer experience.

• Participate in cross-functional projects and initiatives aimed at improving internal processes, systems, and workflows to better serve clients

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Product Development and Management:

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• Collaborate with Savannah’s management team, software developers, business analysts, relationship managers, and customer experience teams to plan, design, develop, test, and maintain solutions that deliver value to clients.

• Gain a deep understanding of Savannah’s applications, their structure, and how clients utilize them to excel in the market.

• Prepare reports, manuals, and documentation on the status, operation, and maintenance of Savannah’s solutions.

• Work with engineering and operations teams to standardize, scale, and enhance Savannah’s products and services based on client feedback and requirements.

• Analyze user feedback and make recommendations to management for technology improvements, upgrades, and modifications.

• Conduct systems analysis to identify opportunities for improving client operations, efficiency, and productivity.

• Provide recommendations to management on relationship management issues to increase productivity and efficiency

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Performance Metrics and Reporting:

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• Define and track key performance indicators (KPIs) for customer success, such as client retention rates, satisfaction scores, and renewal rates.

• Prepare regular reports and dashboards to communicate customer success metrics, trends, and insights to internal stakeholders.

• Utilize data analytics tools and platforms to derive actionable insights and make data-driven decisions to enhance customer success initiatives.

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Cross-functional Collaboration:

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• Work collaboratively with Sales, Marketing, Product Development, and Support teams to align strategies and initiatives to optimize the overall customer experience.

• Participate in cross-functional projects and initiatives aimed at improving internal processes, systems, and workflows to better serve clients

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Qualifications:

 

• A bachelor's degree in Business, Marketing, or a related field is preferred. Relevant certifications or additional education are beneficial.

• A minimum of 1-2 years of experience in client success, account management, or sales roles, preferably in a related industry.

• Proven track record in managing client relationships, driving revenue growth, and achieving sales targets.

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Skills:

 

• Excellent communication skills, both verbal and written to effectively engage with clients and internal stakeholders.

• Strong interpersonal skills with the ability to empathize with clients, understand their needs, and provide appropriate solutions.

• Proficiency in CRM software and other relevant tools, for managing client interactions, tracking progress, and maintaining accurate records.

• Technical aptitude and ability to quickly learn and understand complex software applications and technologies.

• Analytical mindset with the capability to gather and interpret data, identify trends, and derive actionable insights to enhance client success initiatives.

• Proactive approach to problem-solving and conflict resolution, with the ability to manage client expectations and mitigate issues effectively.

• Flexibility and adaptability to work in a dynamic and fast-paced environment, including willingness to participate in out-of-hours support when required.

• Strong organizational and time management skills to prioritize tasks, meet deadlines, and handle multiple responsibilities simultaneously.

• Commitment to continuous learning and professional development, including staying updated on industry trends, best practices, and emerging technologies related to customer success and account management.

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Additional Requirements:

 

• Availability to work flexible hours, including evenings and weekends, to accommodate meetings, events, and customer engagements as needed.

• Commitment to compliance with company policies, including travel expense guidelines, promotional activities, and adherence to industry regulations.

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• Benefits​​

  • Great mission and company culture 

  • Impact work across the Healthcare sector 

  • Growth Opportunities 

  • Market Competitive Salary 

  • Health and Medical

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Savannah Informatics does not discriminate on the basis of race, age, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity, or expression. Savannah is committed to providing a safe and productive learning and living community. To achieve that goal, we may conduct background investigations for all final candidates being considered for employment. Background checks may include but are not limited to, criminal history, national sex offender search, and motor vehicle history.

 

We thank all applicants for their interest, however, only those candidates selected for interviews will be contacted.