Account Manager (Service Center) at Apeiro

Reports To: Director, Implementation: Training & Support

Position Overview

The Account Manager is a senior client-facing position within the TaifaCare Service Centre, responsible for managing strategic relationships with key public health stakeholders. Assigned accounts include the Social Health Authority (SHA), County and Sub-County Departments of Health Administration (DHA), the Kenya Medical Supplies Authority (KEMSA), national regulatory bodies, and Level 5 and Level 6 HMIS hospitals and referral facilities. The role bridges operational support and stakeholder engagement, translating service desk insights into actionable intelligence, managing institutional escalations, and sustaining the adoption and performance of Kenya’s TaifaCare digital health platforms at national and county levels.

Key Responsibilities

Stakeholder Relationship Management

• Serve as the primary point of contact for assigned institutional accounts including SHA, DHAs, KEMSA, HMIS Level 5/6 hospitals, and national health regulators
• Conduct regular structured engagements and account reviews to assess satisfaction, system adoption, and emerging operational needs
• Represent TaifaCare in stakeholder forums, technical working groups, and inter-agency meetings
• Maintain a dedicated engagement track with KEMSA, overseeing TaifaCare platform integration and supply chain data continuity

Service Desk Interface & Escalation

• Act as the institutional escalation point for service issues impacting assigned accounts, ensuring SLA compliance and timely resolution
• Monitor open tickets for assigned accounts and facilitate structured escalation meetings between stakeholders and internal technical teams
• Deliver post-incident communications to stakeholders following critical service disruptions

Knowledge Management & Reporting

• Maintain a live account knowledge base covering each stakeholder’s system configuration, workflows, known issues, and escalation history
• Prepare and present regular service performance reports to assigned stakeholders, covering SLA adherence, incident trends, and system availability
• Produce account health summaries and intelligence briefs for internal leadership

Change Communication & Stakeholder Readiness

• Serve as the principal channel for communicating system changes, scheduled downtime, new releases, and policy updates to assigned accounts
• Coordinate stakeholder readiness ahead of major releases or infrastructure changes, managing expectations and providing timely updates

Qualifications & Experience

• Bachelor’s degree in health informatics, Information Technology, Public Health, Business Administration, or a related field
• Minimum 3 years’ experience in account management, client relations, or stakeholder engagement, preferably within a health, technology, or public sector environment
• Demonstrable experience working with or within Kenya’s public health system, including familiarity with SHA, DHA structures, KEMSA, or HMIS operations
• Experience in a service desk, IT support, or digital health implementation environment is an added advantage

Skills & Competencies

• Strong relationship management and stakeholder communication skills, including the ability to engage confidently at senior institutional levels
• Ability to interpret service desk data and translate operational insights into clear, actionable stakeholder communications
• Proficiency in CRM platforms, reporting tools, and knowledge management systems
• High attention to detail with strong organisational and documentation skills
• Ability to manage multiple accounts simultaneously while maintaining service quality and responsiveness
• Collaborative team player with the ability to coordinate across technical, operational, and client-facing teams
• Willingness to work flexibly, including outside standard hours, to meet the demands of assigned accounts and critical incidents