Customer Experience Manager

Customer Experience Manager at Helium Health

Helium Health is a full-service Healthtech company that provides a suite of solutions for healthcare providers, payers, and patients in emerging markets — at the core of which is our SaaS-based electronic medical records/hospital management information system (EMR/HMIS).

Job Description

We are seeking a Customer Experience Manager to monitor relationships with existing customers, ensuring customer satisfaction and retention. The role will involve developing strategies to maximize customer lifetime value, coordinating with teams to provide top-tier service.

Responsibilities

Customer Experience Management:

• Develop and implement the Helium Health Customer Experience (CX) model, including journey management and strategy, to improve customer retention and loyalty.
• Initiate customer risk monitoring and deploy timely intervention measures to retain customers.
• Create and drive customer advocacy strategies, developing brand champions and facilitating positive feedback.
• Improve onboarding and training strategies to enhance early product adoption and reduce churn.
• Manage customer segmentation for lifecycle engagement and satisfaction across products.

Business Insight & Policy:

• Develop policies for transparency and accuracy of business insights across all product portfolios.
• Conduct industry research to support product innovation and customer loyalty.
• Collaborate with internal stakeholders (data, engineering, sales, etc.) to ensure access to valid data.
• Track, analyze, and report key performance and customer metrics, identifying risks and areas for improvement.

People Management:

• Manage the team using high-performance approaches, including goal setting and KPI measurement.
• Develop team members into self-starters and subject matter experts.
• Manage cross-functional requirements and act as the voice of the customer in executive meetings.

Requirements

• First Degree in Marketing, Information Technology, Public Relations, Business Administration, or related fields.
• Minimum of 8 years of experience in customer service, focusing on acquisition, engagement, and retention.
• Strong empathy and patience in handling customer needs.
• Experience with Customer Service Systems and KPI metrics.
• Excellent communication skills in cross-functional settings.
• Previous experience in setting up corporate-level customer service programs.
• Eagerness to work in an entrepreneurial environment.

Benefits

• Competitive salary
• 20 days of holidays + public holidays
• Robust learning and development opportunities
• Team-building activities and social events
• Amazing team culture
• 60 days paid maternity leave, 20 days paid paternity leave, and adoption leave
• Health Insurance or Medical Allowance

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