Customer Client Success Analyst (Pharmaceutical / HealthTech)

at  Estrada International Staffing Solutions

• The Customer Success Analyst is responsible for ensuring clients and patients receive superior service.
• A key member of the core client account team, this role is responsible for the overall satisfaction and retention of an assigned book of business.
• The analyst manages the day-to-day client relationship and is accountable for core service delivery for clients, working cross-functionally with all operations.
• The Customer Success Analyst proactively reviews performance metrics to promote client satisfaction, profitability, and retention.
• They utilize technology, tools, processes, and resources to anticipate and exceed client needs and expectations. The role also involves collaborating with stakeholders on client activity, expectations, and service needs.

REQUIREMENTS

• Bachelor’s Degree in Pharmaceutical or related field is a plus.
• Over 3 years of experience as a Customer Success Analyst.
• 1 year of experience in healthcare, managed care, physician office, or account management is strongly preferred.
• 1 year of pharmacy or healthcare customer service or other clinical outreach support is preferred.
• Must be less than 35 years of age.
• Must live in Lagos, preferably on the island.
• Must be computer literate.

• Assist in the implementation of new products for new groups, including establishing and leading internal meetings to ensure quality and timeliness throughout the process.
• Lead client-centric team meetings to review operational performance against clients’ expectations and needs.
• Present operational performance metrics to clients monthly and/or quarterly to promote client satisfaction, client retention, and upsell opportunities.
• Utilize technology effectively for fact-checking and documentation of all customer interactions.