Open Roles at Savannah Informatics

About the role

• As a Client Success Analyst, you’ll be the main point of contact for a portfolio of healthcare clients. You’ll onboard them, train their teams, and make sure they get real value from Savannah’s solutions, from the first day through renewal.
• This role requires excellent communication, a genuine passion for healthcare technology, and the judgment to know when a client needs support, when an issue needs escalating, and when there’s an opportunity worth passing to our commercial and sales team. You’ll be the voice of the client inside Savannah and help shape how our products grow.

What you’ll do

• Own relationships with your assigned clients; provide ongoing support and first-line account management
• Become a trusted expert in Savannah’s products and how clients use them in their day-to-day work
• Understand each client’s goals and build success plans that tie Savannah’s solutions to measurable outcomes
• Onboard new clients and drive adoption through training sessions, webinars, guides, and FAQs; keep clients informed about product updates and support them through changes to their workflows
• Visit clients regularly and keep accurate records of interactions, visits, and training plans in our CRM
• Run regular account reviews with client leadership to review adoption, value delivered, and upcoming priorities
• Escalate client issues to the relevant internal teams, such as Support, Engineering, or Product, and follow them through to resolution
• Monitor client satisfaction and engagement; spot at-risk clients early and develop strategies and retention initiatives to keep them
• Identify and refer potential sales opportunities to our sales and commercial team, and work with them to ensure timely contract renewals
• Champion client success stories and testimonials that show the value of Savannah’s solutions
• Be the voice of the client inside Savannah; gather feedback, identify trends, and share insights with the Commercial, Marketing, Product, and Support teams
• Collaborate with management, developers, business analysts, and relationship managers to plan, design, develop, test, and maintain solutions that deliver value to clients
• Work with engineering and operations to standardize, scale, and enhance our products based on client feedback
• Conduct systems analysis to find ways to improve client operations and efficiency, and make recommendations to management on technology and relationship management
• Track customer success metrics such as retention, satisfaction, and renewal rates, and report on trends to internal stakeholders
• Handle client and patient data responsibly, in line with Savannah’s policies and Kenya’s data protection and digital health regulations
• Join out-of-hours support when clients need us

You may be a fit if

• You have a Bachelor’s degree in Business Administration, Information Technology, Healthcare Management, or a related field
• You have 1–2 years of experience in account management, customer success, or client support, ideally in healthcare or technology
• You have a track record of building strong client relationships and delivering exceptional service
• You know Kenya’s healthcare technology landscape; experience with EMR/HMIS systems, is a plus
• You’re a strong communicator who builds trust with different stakeholders, and you’re confident both training system users and presenting to senior leadership
• You have good commercial instincts; you can spot when a client could get more value from Savannah and know when to bring in the sales and  commercial team
• You pick up complex software quickly and are comfortable working with CRM tools
• You’re analytical; you can read data, spot trends, and turn them into action
• You understand the importance of data privacy in healthcare, and familiarity with Kenya’s Data Protection Act is a plus
• You’re organized, proactive, and calm when managing client expectations under pressure
• You’re comfortable travelling to client sites and available for out-of-hours support when needed

What we offer

• Great mission and company culture 
• Impactful work across the Healthcare sector 
• Growth Opportunities 
• Health and Medical Insurance

go to method of application »

Job Description

• We are looking for an experienced DevOps engineer to operate at the interface of development and operations within our company and their involvement in each stage of a product's existence should promote efficiency and, ultimately, increased revenue.
• As a DevOps engineer, you will help us build functional systems that improve customer experience. The role is critical to the organization’s overall success, right from planning to support primary KPIs such as customer satisfaction and productivity. You will be integrating the project functions and resources across the product life cycle, right from planning, building, testing, and deployment to support.
• If you're dedicated and ambitious, and have a solid background in software engineering (familiar with Ruby or Python) we’d like to hear from you!

Responsibilities

This individual will be responsible for:

• Understanding customer requirements and project KPIs.
• Implementing various development, testing, automation tools, and IT infrastructure.
• Planning the team structure, activities, and involvement in project management activities.
• Managing stakeholders and external interfaces.
• Setting up tools and required infrastructure.
• Defining and setting development, test, release, update, and support processes for DevOps operation.
• Have the technical skill to review, verify, and validate the software code developed in the project.
• Troubleshooting techniques and fixing the code bugs.
• Monitoring the processes during the entire lifecycle for its adherence and updating or creating new processes for improvement and minimizing the wastage.
• Encouraging and building automated processes wherever possible.
• Identifying and deploying cybersecurity measures by continuously performing vulnerability assessment and risk management.
• Incidence management and root cause analysis.
• Coordination and communication within the team and with customers.
• Selecting and deploying appropriate CI/CD tools.
• Strive for continuous improvement and build continuous integration, continuous development, and constant deployment pipeline (CI/CD Pipeline).
• Mentoring and guiding the team members.
• Monitoring and measuring customer experience and KPIs.
• Managing periodic reporting on the progress to the management and the customer.

Skills

The ideal candidate for this position will have the following:

Deep Knowledge of Linux Systems

• The candidate must have strong skills in Operating Systems (Linux/Ubuntu/Debian), understand their way around a UNIX shell and believe that where there is a shell, there is a way.

Good Computer Network Skills

• He/She/They understands how networks work, the OSI model and protocols including TCP/IP, UDP, ICMP, HTTP(s), DNS, DHCP, SMTP etc.

Virtualization and Containerization Technologies

• A deep understanding of Docker, LXD or Containerd runtimes.
• Strong experience in running production applications on Kubernetes.

Comprehensive Programming Skills

• Strong understanding of version control systems i.e. Git + GitLab/GitHub/Bitbucket.
• Experience using popular CI/CD pipeline tools - GitLab CI/CD, Github Actions, CircleCI etc.
• Strong knowledge of DBMS mainly but not limited to PostgreSQL is a must.

Cloud-first Mindset

• Proficient on Cloud computing, specifically but not limited to Google Cloud Platform and Amazon Web Services. Most of our applications are served from the cloud, therefore it is important to understand how the cloud works including products like GCE/EC2, Cloud Run/EBS, Cloud Functions/Lambda, GKE/EKS, S3/GCS, PubSub/SQS etc.

Automation Mastery

• To avoid the hustle of manual tasks, it is a MUST to have an automation mindset. The main automation tool we utilize is Ansible, therefore it is super important to have strong knowledge in writing/modifying and running playbooks written in Ansible.
• Must possess proficiency in infrastructure as code tools including Terraform and/or Pulumi, CloudFormation etc.

​Coding Proficiency

• We are hiring for a person who will come in to maintain systems written with a combination of tools/libraries and programming languages, so it is important to know at least one programming language in our stack and have at least knowledge of the structure of the other languages that we use.
• The backend stack is mainly written in Python (Django as the main framework, a background in any other python framework is okay) and Golang.
• Our APIs are implemented in mostly REST but newer apps utilize GraphQL. These APIs are usually deployed behind NGINX reverse proxies, with the exception of the Go services that may be exposed directly.

Detective Skills

• We need someone who can detect, analyze, debug and follow up on issues end to end along with the effort to enhance the performance of our applications. As an SRE, they should be able to use either existing tools and techniques to debug and resolve issues and write up RCAs on them, which includes our monitoring stack plus Sentry and other monitoring tools.

Understand the Full Software Stack and Go Beyond

• It is important to understand the whole stack in terms of how our apps are developed, deployed and maintained in order to be faster in reproducing and debugging errors and doing the necessary steps in resolving them. Therefore they should not be limited in terms of their knowledge, not a must at the beginning to know everything but it is important to have the will to learn.

go to method of application »

Job Description

• We are looking for an Implementation Engineer to lead the technical implementation of Savannah Informatics’ products for new and existing clients, from initial discovery and system configuration through data migration, testing, training, onboarding and go-live.
• The role involves working closely with client stakeholders, internal engineering teams, and other departments to ensure our solutions are configured to meet client workflows and operational requirements. You will also provide ongoing technical support, troubleshoot complex issues, support adoption outcomes, and help improve our implementation processes by reducing friction.
• This is a hands-on, client-facing role that requires strong technical problem-solving skills, effective communication, ownership, and the ability to manage competing priorities in a fast-paced healthcare technology environment. You should be comfortable working with clients both remotely and on-site, understanding their needs, and translating them into practical technical solutions.

Key Responsibilities

Product Implementation and Configuration

• Lead end-to-end technical implementations, from client kickoff and discovery through deployment and go-live.
• Conduct discovery sessions with client stakeholders to understand workflows, business requirements, data structures, and integration needs.
• Configure systems to meet client requirements, including user roles, permissions, business rules, templates, and pricing or billing setups.
• Develop implementation plans, timelines, milestones, and deliverables in collaboration with clients and internal teams.
• Coordinate go-live activities, including cutover planning, contingency and rollback arrangements, and on-site or remote support during the initial post-launch period.
• Monitor post-launch adoption outcomes, such as activated users, activation of product modules, integrated workflows, and proper flow of data.

Data Migration and System Integration

• Plan and execute data migration from legacy systems, spreadsheets, and other sources.
• Clean, map, import, and validate migrated data, working with clients to confirm its accuracy and completeness.
• Build, test, and maintain integrations with third-party systems using APIs, file transfers, or middleware.
• Investigate and resolve data and integration issues, collaborating with engineering teams where necessary.

Testing and Quality Assurance

• Develop and execute test plans to verify system configuration, functionality, and integrations.
• Coordinate and support client user acceptance testing (UAT), ensuring issues are documented, tracked, and resolved.
• Validate implementation outcomes against agreed requirements before go-live.
• Identify risks, dependencies, and potential issues early, escalating blockers where necessary.

Client Training and Support

• Train client staff and system administrators on product functionality, workflows, and best practices.
• Prepare user guides, configuration notes, training materials, and other implementation documentation.
• Provide ongoing technical support after go-live, responding to service requests and incidents promptly.
• Diagnose and resolve technical issues by investigating configurations, databases, logs, and source code where necessary.
• Maintain ownership of reported issues, providing timely updates and ensuring appropriate resolution or escalation.
• Conduct on-site visits to client facilities when required to support implementation, training, troubleshooting, and issue resolution.

Project Coordination and Stakeholder Management

• Maintain clear visibility of implementation progress, timelines, risks, and outstanding issues for clients and internal teams.
• Communicate technical concepts and implementation requirements clearly to both technical and non-technical stakeholders.
• Collaborate with engineering, Customer Experience, Product, and Commercial teams to ensure successful implementations and effective client support.
• Gather client feedback, identify recurring issues and feature gaps, and share insights with the Product and Engineering teams.
• Identify opportunities to improve client value and collaborate with the Commercial team where additional solutions or services may be relevant.

Documentation and Continuous Improvement

• Maintain accurate documentation of client requirements, configurations, integrations, testing, implementation decisions, and resolutions.
• Develop reusable scripts, templates, checklists, and configuration standards to improve implementation efficiency and consistency.
• Identify opportunities to streamline implementation workflows and reduce recurring technical issues.
• Continuously develop product knowledge, technical skills, and understanding of healthcare technology and industry practices.

Qualifications and Skills

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Hands-on knowledge of software development, databases, SQL, networking, and technical troubleshooting.
• Familiarity with programming languages and frameworks such as Python/Django, version control systems such as Git, and operating systems such as Linux or macOS.
• Understanding of APIs, data migration, system integrations, software configuration, and testing processes.
• Strong analytical and problem-solving skills, with the ability to investigate root causes and resolve complex technical issues.
• Experience with CRM platforms, ticketing systems such as Jira, Freshdesk, ServiceNow, or Zendesk, and remote support tools is an advantage.
• Strong project coordination and organisational skills, with the ability to manage multiple implementation activities, timelines, and priorities.
• Excellent communication, presentation, and client relationship management skills, including the ability to train users and engage senior stakeholders.
• Customer-focused, proactive, and accountable, with the ability to manage client expectations and remain calm under pressure.
• Good commercial awareness and the ability to identify opportunities to improve client value.
• Ability to learn complex software quickly, analyse data, identify trends, and recommend practical improvements.
• Knowledge of Kenya’s healthcare technology landscape is desirable. Experience with Electronic Medical Records (EMR), Hospital Management Information Systems (HMIS), or other healthcare systems is an added advantage.
• Understanding of healthcare data privacy and familiarity with Kenya’s Data Protection Act, 2019, are an added advantage.
• Willingness to travel to client facilities and provide occasional out-of-hours support when required.