Account Manager - Cross River at Elephant Healthcare

• We are looking for a skilled Account Manager to oversee the successful adoption and performance of our EHR platform across multiple state-level healthcare facilities. The Account Manager will manage a team of Account Executives and Digital Champions, ensuring the smooth day-to-day running of the system, resolving issues, and building strong relationships with state, local government, and broader healthcare stakeholders.

What you’ll do:

The Account Manager is responsible for the following activities:

Team Management

• Supervise a team of Account Executives (Field Account Executive) who oversee PHCs and Digital Champions across their state.

Provide coaching, development, and support to drive high performance and ownership within their field teamStakeholder Management

• Build and maintain relationships with state-level government health officials and other key stakeholders
• Act as the operational face of Elephant within their state

Operational Oversight

• Ensure smooth operational running of the EHR system across multiple facilities, resolving issues as needed.
• Troubleshoot and resolve system, user and infrastructure challenges, escalating as needed.

Reporting

• Provide regular reports on system usage, adoption trends, operational risks, and facility performance to the leadership team.
• Highlight challenges early and propose proactive solutions.

Revenue

• Responsible for managing the process for revenue collection in the state.

Support System Scaling

• Drive the implementation of new system features, hard deployments, and processes across the state’s healthcare facilities.
• Lead the roll-out of upgrades and ensure teams adapt quickly and effectively.

Capacity Building

• Lead training sessions for both Account Executives, PHC staff, Digital Champions and state-level stakeholders.
• Continually assess training gaps and refresh capabilities to keep adoption strong.
• Customer Satisfaction: Monitor and manage customer satisfaction, working to resolve issues proactively.

Customer Satisfaction

• Monitor customer satisfaction closely, gather feedback actively, and ensure timely resolution of issues.
• Develop impact reports that will be shared with our Communications Manager to actively encourage engagement with our customers.

Ultimately you will be expected to manage all of the operational needs of your state, that will also involve state-wide:

• Procurement and Supplier Management
• Financial Oversight
• Ordering and Logistics Management
• Inventory and Asset Management
• Compliance and Documentation
• Championing Information Security

Experience

• 5+ years of experience in account management, customer success, or operations, with exposure to public health or SaaS solutions.
• Experience in managing a geographically dispersed team.
• Strong problem-solving and stakeholder engagement skills.
• Excellent communication skills in English and local languages.
• Experience with government partnerships and understanding of the Nigerian healthcare system is a plus.