Field Intelligence
Field Intelligence is a health technology company focused on transforming the pharmaceutical supply chain in Africa through its flagship platform, Shelf Life. Founded in 2015 and headquartered in Abuja, Nigeria, Field Intelligence enables pharmacies and health facilities to manage inventory more effectively by offering stock on a subscription basis, reducing waste, and improving medicine availability. Operating in Nigeria and Kenya, the company leverages data and automation to simplify logistics, optimize restocking, and ensure essential medicines are accessible and affordable. Field Intelligence is reshaping how healthcare providers plan, purchase, and deliver medicines in underserved markets.
Applications are invited from suitable and qualified candidates for the position of Customer Success Associate at Field Intelligence.
Job Title: Customer Success Associate
Job Summary
- We are looking for a Customer Success Associate to work as the front-line of user engagement, helping users make the best use of the product, as well as providing them with support and information that enables them to flourish with us.
Responsibilities
You will be responsible for:
- Proactively managing a large base of Shelf Life customers, helping them maximize the value they receive from the Shelf Life tools and services.
- Working as part of a team to help shape the processes and knowledge base required to support the Shelf Life customer base
- Ensuring customers receive regular communication on best practices and new release information on products and services
- Acting as a single point of contact to coordinate all Shelf Life-related enquiries
- Proactively monitor the customer base, taking appropriate actions accordingly, tracking and evaluating performance.
- Provide feedback to the team regarding customer experience.
- Assist and coordinate with the sales teams to help maximize the Lifetime Value (LTV) of clients.
- Work with the Operations/Support team to understand and analyze client facing issues/data anomalies, allowing them to be efficiently resolved
- Answer user support requests
- Create detailed support tickets and follow up on resolution
- Conduct Technical Discovery on support issues
Key Performance Metrics:
- Support issues closed successfully
- Speed up the resolution of complaints and questions
Requirements
- Strong aptitude for quantitative reasoning
- Strong verbal and written communication abilities
- Attention to detail.
- B.Sc/HND in a scientific or technical discipline, preferably Information Technology, Data Science, or any related fields
- Experience in Customer Relationship Management and Data Management
- Proficient in using spreadsheets
- Resides in Lagos, Nigeria.
To apply for this job please visit field.inc.
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