Pharmacist (Customer Success Analyst) at Estrada International Staffing Solutions

Role Overview

• The Customer Success Analyst will be a key member of the client account team, responsible for ensuring superior service delivery, satisfaction, and retention for assigned clients.
• This role will manage day-to-day client relationships, review performance metrics, and collaborate cross-functionally with internal stakeholders to anticipate and exceed client needs.

Responsibilities

• Act as a liaison between our client and healthcare practices to ensure positive engagement and performance with partners.
• Build strong internal relationships between partners and their clients.
• Manage day-to-day client relationships with a deep understanding of client benefit plans and product offerings.
• Interact with clients, consultants, and other providers daily for preventive consultation, analysis, and issue resolution.
• Accurately manage client benefit requests, including benefit changes, product upsells, new group implementations, terminations, and escalated issues.
• Assist in implementing new products for new client groups, ensuring quality and timeliness through internal coordination.
• Lead client-centric team meetings to review operational performance against client expectations.
• Present monthly or quarterly performance metrics to promote client satisfaction, retention, and upsell opportunities.
• Effectively use technology for fact-checking and documenting customer interactions.

Requirements

• Bachelor’s Degree in Pharmacy or a related field.
• 1 year of experience in healthcare, managed care, account management, or clinical outreach is preferred.
• 1 year of customer service experience in pharmacy or healthcare.
• Must live in Lagos, preferably on the island.
• Proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint).
• Skills
• Excellent presentation, interpersonal, and communication skills.
• Strong relationship-building, multitasking, and prioritization abilities.
• Strategic thinking, critical analysis, and problem-solving skills.
• Metrics-driven, with the ability to analyze data and communicate key insights to drive client behavior modifications.