Regional Implementation Specialist (Lagos) at Careerbuddy

About the Job

As the face of the company, you will engage daily with doctors, nurses, admins, pharmacists, and other hospital staff both onsite and remotely (via phone, email, chat). You will help diagnose and resolve issues, capture feedback, understand pain points, and communicate your findings with the Product and Engineering team to improve the usability of the Intron application. You will also seek out opportunities to extend our reach to high-interest, high-value hospitals, igniting their interest in our technology and inspiring them to embrace the future of digitized care.

Your Job Description

• You will develop a deep knowledge of the application and system.
• You will interact with doctors, nurses, patients, and various stakeholders/disciplines within the hospital, understanding their concerns and pain points, and translating those into action points to improve the usability of the application.
• You will partner with their hospital partners to effectively diagnose and resolve issues onsite (primary channel) and through phone, email, and chat, and engage with our product and engineering teams using established processes.
• You will answer how-to questions and help users navigate a variety of tools on the platform, helping them use more of their platform or remove roadblocks.
• You will onboard new hospitals to their platform and train hospital staff to use the Intron software.
• You will communicate thoughtful, customized solutions that help users move forward and grow their business.
• You will keep records of customer interactions, transactions, comments, and complaints.
• You will show composure, resilience, and flexibility as user needs evolve and case volume changes.

The Job Requirements

• Have a Bachelor’s Degree or equivalent
• Have 2+ years of proven customer support/service experience OR direct interaction with clinical and non-clinical staff in a hospital setting.
• Have ability to stay calm when customers are stressed or upset
• Be comfortable using computers (Google Docs/Sheets/Slides, MS Word/Excel/PowerPoint)
• Be personable, affable, good communicators
• Have demonstrated experience working with people and are passionate about user experience
• Autonomously troubleshoot and further investigate to fix a problem
• Be comfortable working with a remote team
• Be comfortable prospecting for and initiating contacts with hospital administrators
• Conduct exceptional presentations
• Be comfortable conducting product demonstrations and coordinating product trials
• Have clinical/Healthcare/Hospital experience (not required)
• Have experience training people to use software (a plus, not required)