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  • Posted: May 11, 2020
    Deadline: Not specified
  • Ilara Health brings accurate and affordable diagnostics to the 500 million people in Africa who today struggle to access a simple blood test. We distribute low-cost, AI-powered diagnostic devices directly to primary care doctors in peri-urban and rural clinics, where the availability of common diagnostics is very poor. Our proprietary software integrates ...
    Read more about this company


    Head of Customer Success

    Job Description 

    Working with and for ILARA Health’s customers to improve workflows, maximize value, and infuse feedback into future versions of the ILARA Health diagnostics devices experience. ILARA Health is looking for a Director of Customer Success, to manage our portfolio of medical facilities clients. From post-sale onboarding to renewal, you will engage with the customer at every point of their journey. You will work closely with the CEO, COO and hire and manage a team of Customer Success Managers (CSMs) to ensure retention and growth of our largest accounts. ILARA Health is is a venture-backed medtech company, which harnesses the power of smartphones and cloud data for screening and monitoring individuals


    • You have a proven track record of ensuring customer success (adoption, renewals, upsell)
    • You have managed high-growth accounts
    • You are empathetic and customer-centered, ensuring the customer comes first
    • You take initiative and are well organized
    • You are able to identify where process needs improvement and can create process where needed
    • You understand when to escalate customer-facing issues to other teams
    • You have strong written and verbal communication skills
    • 3-5 years experience as a Customer Success Manager
    • Interest or experience in health-tech (preferred)


    • Closely manage an expanding portfolio of enterprise accounts
    • Be responsible for the ultimate success of ILARA Health customers, including onboarding, implementation, and renewal
    • Work closely with enterprise accounts to establish clear goals and milestones that you and the customer will be working towards
    • Ensure customer loyalty by nurturing long-term partnerships
    • Synthesize customer feedback and work with internal teams to respond to customer needs
    • Generate, maintain and share educational resources, trainings, and best practices
    • Bring additional value by encouraging deeper feature adoption by identifying opportunities for expansion

    go to method of application »

    Medical Device Field Sales Representative

    Job Description

    Ilara Health is seeking a full-time Medical Device Field Sales Representative to support the growth of the business and drive our outreach to clinics in and around Nairobi and other counties. Ilara Health distributes modern, high quality diagnostic devices to underserved primary health clinics that struggle to afford even basic equipment. To meet our objectives, we are looking to strengthen our sales team and give you the opportunity to challenge yourself. You will play a pivotal role in achieving the sales targets and eventually generating revenue for the organization. You will be the face of Ilara Health’s brand to our customers. You will establish plans and strategize on methods for expanding the customer base in your assigned sales territory in conjunction with the VP of Sales.


    • Achieve sales targets as set forth in the sales projections
    • Manage time and expectations on the field daily
    • Manage your sales funnel by reaching out to potential clients and maintaining relationships in a very organised manner
    • Ensure sales are conducted in accordance with documented processes and procedures
    • Ensure to only sell to customers that are able to pay for the products during the loan period
    • Coordinate customer installations, while maintaining the agreed SLA
    • Manage use of Ilara Health’s assets and vigilantly contain selling costs
    • Drive the implementation of the aftersales process by ensuring that the customers are aware, trained and performing in accordance with it
    • Ensure proper documentation and handling of the administrative work involved in the on-boarding of new facilities
    • Collaborate with the VP of Sales in planning & implementing training programs for facilities


    • Required education: Undergraduate degree in a relevant field with a record of strong academic performance
    • Preferred education: Diploma in Medical/Science Laboratory Technology, Clinical Medicine orNursing
    • Proven experience as a field sales representative / sales associate in a medical equipment or pharmaceuticals distributor company
    • Adaptable & comfortable in a complicated and constantly evolving business environment. Fast learner. Willing to contribute in areas beyond formal job description
    • Experience of working in a startup or other fast paced environments
    • Strong communications & highly organized and structured individual
    • Strong analytical skills
    • Willingness to work a variety of hours as the business demands, including occasionally late nights & weekends
    • Knowledge of healthcare systems in Kenya and the challenges they present (e.g. cost constraints, human resource constraints)
    • Familiarity with office applications (especially Excel) as well as Google Drive, Google Forms, Skype etc.
    • Linguistic capabilities: Swahili, and English

    Method of Application

    Please email you CV/Resume to ​[email protected]​ with the name of the position in the subject of the email.

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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