Platform Success Manager

We are looking for a Platform Success Manager to join our growing team and lead the success of our platform. You will be responsible for speaking to customers to collect feedback, onboarding practitioners onto the platform after validation, scheduling and rescheduling appointments, in addition to other related activities to ensure the success of the company. You will also be one of the key voices of the company and be in a position to represent the company in online and offline activities.

Location: Remote from Lagos

Experience: 2+ years

Key responsibilities

• Handle and resolve customer requests and complaints.
• Onboard practitioners onto the platform after validation of credentials.
• Follow up with patients on their experiences with the platform.
• Follow up with practitioners on their experiences with the platform.
• Assist with scheduling and rescheduling consultations when problems arise.
• Track completed appointments and collate overall feedback from both patients and doctors.
• Analyze customer data to improve customer experience.
• Hold product demonstrations for customers and practitioners.
• Improve onboarding processes.
• Maintain our B2C CRM.
• Evaluate and improve tutorials and other communication infrastructure.
• Mediate between clients and the organization.
• Minimize customer churn.
• Aid in product design and product development.
• Collaborate cross-functionally with other departments in the company (product, tech, customer success, and more)

Experience and skills required

• Highly organized and able to multi-task.
• Self-driven and proactive nature.
• Excellent communication and interpersonal skills.
• Demonstrate leadership qualities.
• High computer literacy and ability to learn new software.
• Knowledge of customer success processes.
• Experience in document creation.
• Patient and active listener.
• Passion for service.
• A Healthcare background is a plus

Work environment

The selected applicant will work in a supportive environment. The company encourages a culture of individual uniqueness and strengths, and achieving success in designated roles is recognized. You will be supported throughout your career with an emphasis on career development and access to resources to improve productivity at DRO Health.

Salary

N100,000

Benefits

50% off all DRO Health services for family and friends

Apply

You will be required to submit your CV, cover letter and portfolio