Senior Officer, Client Engagement at EHA Clinics

Mission Objective

• The Client Relations department is on a mission to incorporate the principle of total quality to help customers and partners find the right services or products that meet their needs; ensure they are well served, have a great experience and exceed their expectations for a continuous patronage.
• The Senior Officer, Client Engagement will assist the Client Relations Department in creating and developing long-term relationships with customers that will ensure retention, loyalty and generate revenue.
• The Senior Officer Client engagement will be required to ensure customer conversions and retention. Senior Officer Client engagement  should be an excellent communicator who is able to grasp customer needs and determine ways to fulfil them.
• The goal of the Senior Officer Client engagement will be to help the clinic safeguard our revenue and increase the number of our customers and retain them.

Duties and Responsibilities
Execute Intricate Transactions:
Purpose:

• Diligently promote, follow up, close sales/deals, up-sell or cross-sell services and products. Promoting, following up, and closing sales/deals Work diligently to meet sales and revenue targets.
• Creating plans to identify and address clients’ business needs Follow up on customers’ complaints and develop action plans to meet the identified needs, while liaising with concerned units for corrective action where necessary. Studying competition to retain customers.

Inform Engagement:

• Collaborating with internal teams to address customer needs Ensuring service delivery meets agreed service level agreements and diagnosing and improving service delivery Optimizing customer lifecycle and enhancing effectiveness through technology.
• Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needs. Work with the Client Relations Manager, on optimizing customer lifecycle.
• Collecting client feedback and acting as a point of contact for complaints Continuously seeking ways to improve conversion, processes, and activities Act as point of contact for complaints and escalate complaints and/or feedback to the relevant departments promptly.

Priortize and Select Delivery:

• Ensuring adherence to contract terms and meeting sales and revenue targets.
• Establishing productive relationships with prospects in assigned sectors Ensure both EHA Clinics and our clients adhere to contract terms. Assist in diagnosing service delivery problems and initiate actions to improve levels of service.
• Assist in enhancing effectiveness and efficiency through tech.

Targeted Specialized Knowledge

• Minimum of Bachelor's Degree in Marketing, Business Administration, or related field.
• Minimum of 1 year of proven post NYSC-related experience as a Business Development Executive, Marketing Executive, Customer Success Officer or Client Service Officer.
• Experience in the healthcare industry or pharmaceutical distribution industry will be a strong advantage.
• Proven track record of meeting and exceeding targets.
• Background in customer service, sales and marketing. Completion of compulsory National Youth Service Corps (NYSC) or exemption.

Key Areas of Note:

• Keep up to date with relevant medical research, technology, and evidence-based medical practice by attending continuing education courses and professional meetings, reading journals, etc.
• Research unusual symptoms and treatment options, through consultation with physicians and other medical specialists.

Key Skills and Attributes:

• Hold Computer literacy.
• Excellent Communication and Customer Service.
• Caring, Compassionate, Dedicated and Professional.
• Working Under Pressure.
• Humane, Empathetic and Supportive Bedside Manner.
• Leadership and Teamwork.
• Problem solving and Initiative.
• Time Management and Organization.
• Attention to Detail.

Remuneration

• EHA Clinics is committed to fair and competitive compensation for its employees.
• We want our team members in all locations to feel valued for their unique skills, expertise, and talents and remunerated accordingly, so we can attract and retain the best and most passionate people.