ABOUT SAND

Sand Technologies is a fast-growing enterprise AI company that solves real-world problems for large blue-chip companies and governments worldwide.

We’re pioneers of meaningful AI: our solutions go far beyond chatbots. We are using data and AI to solve the world’s biggest issues in telecommunications, sustainable water management, energy, healthcare, climate change, smart cities, and other areas that have a real impact on the world. For example, our AI systems help to manage the water supply for the entire city of London. We created the AI algorithms that enabled the 7th largest telecommunications company in the world to plan its network in 300 cities in record time. And we built a digital healthcare system that enables 30m people in a country to get world-class healthcare despite a shortage of doctors.

We’ve grown our revenues by over 500% in the last 12 months while winning prestigious scientific and industry awards for our cutting-edge technology. We’re underpinned by over 300 engineers and scientists working across Africa, Europe, the UK and the US.

ABOUT HOS

The Health Operating System (HOS) is a project being implemented in partnership between countries and Sand Technologies ,reimagining healthcare delivery across Africa. HOS seamlessly integrates technology, people, and processes to gather high-quality data from health facilities, empowering healthcare leaders with real-time data for informed decision-making. This data is managed at Health Intelligence Centers, known which is also where the HOS team provides tech and operational support to healthcare facilities to facilitate their delivery of high quality cost-effective care to populations.

ABOUT THE ROLE

In this role, you will be the heart of customer support, helping ministry teams serving as the main point of contact for data managers other health facilities staff. Your empathy, customer-centric mindset, and commitment to success will shape how smoothly healthcare practitioners transition to digital systems and how satisfied they remain throughout the process. By fostering and maintaining strong relationships with both the Ministry of Health, data managers and frontline healthcare professionals, you will play a pivotal role in the success of the HOS project and in strengthening trust across the ecosystem.

RESPONSIBILITIES

1. Ministry Support Team Onboarding and capacity building:

• Implement onboarding programs that provide Ministry of Health support staff with the knowledge, tools, and processes needed to perform effectively.
• Deliver ongoing training, mentoring, and coaching to strengthen their capacity in digital health systems and customer support.
• Design support SOPs to help quality consistent delivery
• Identify operational bottlenecks in the team’s day-to-day delivery and implement solutions to remove them.

2. Customer Support and guidance :

• Manage resolution of support requests from health facilities with low or inconsistent data entry, providing guidance and assistance.
• Coordinate rotations to provide 7-day-a-week support and extended hours coverage
• Own the ticket triage process—prioritize, follow through, and drive timely resolutions that meet SLAs and customer satisfaction goals.
• Implement and maintain automated support processes
• Develop a self help knowledge base to be used in a chatbot for FAQs and self-service capabilities

3. Online and Field Engagement/Audits:

• Set up regular check-in calls with data managers providing support and guidance throughout their digitization journey.
• Conduct field visits to engage with health facilities staff and ensure smooth operations and HP performance

4. Initiatives Management:

• Develop and implement engagement and support initiatives aimed at deeply understanding and improving the satisfaction of health post staff.

5. Customer Relationship Management:

• Manage health facilities portfolio to ensure customer success and retention
• Cultivate and maintain strong relationships with health facilities staff, ensuring their issues and concerns are addressed effectively.
• Consolidate all health facilities information into a single CRM platform, including staff details, tech savviness levels, support tickets, training scores, and performance metrics.

6. Customer Insights:

• Prepare and administer regular surveys to gather customer feedback for continuous improvement.
• Translate, consolidate and manage different surveys as needed
• Regularly share customer insights with the team to champion customer needs and drive customer-centric product and service enhancements.

7. Metric Tracking:

• Monitor and track key customer success and support metrics, proactively working on initiatives to improve them.
• Preparing weekly and monthly reports to share customer success and support metrics with the rest of the team.

8. Quality Assurance

• Design and oversee user testing and validate changes before implementation.
• Develop and automate ticket audit workflows to ensure strict adherence to SOPs and support protocols.

9. Liaison with the Tech team:

• Provide user issues interpretation to the tech team as required.

10. Reporting:

• Keep detailed documentation of customer issues and their resolution for future reference and process improvement.
• Preparing weekly and monthly reports on key metrics and presenting them to the team.

QUALIFICATIONS

• At least 3 years experience in a customer success or support role, preferably in a healthcare and digitization settings.
• Exceptional communication and interpersonal skills, with the ability to build and maintain strong customer relationships.
• Strong leadership and team management skills.
• Strong problem-solving abilities with an empathetic approach to issue resolution.
• Strategic planning skills.
• Experience in government stakeholder management
• Proactive and self-driven approach to problem solving.
• Ability to find the root causes of problems and effectively implement solutions.
• Ability to connect with people from various backgrounds especially rural customers.
• Detail oriented approach to documentation and follow up.
• Proactive and detail-oriented with the ability to track and improve key customer success metrics.
• Experience using customer relationship management (CRM) tools and software.
• Proficiency in Kinyarwanda and English.
• Ability to quickly acquire new software tools.
• Proficiency in data analysis and performance tracking with a keen eye for data-driven insights.
• Willingness to travel for field visits as required, demonstrating a detail-oriented approach to operational assessment.
• Demonstrated growth mindset, embracing challenges and feedback as opportunities for learning
• and development.