Job particulars
- Job title
- Savannah Informatics – Client Success Analyst
- Hiring organisation
- s Expand Recruitment Services
- Location
- Nairobi, Kenya
- Employment type
- Contract
- Work arrangement
- On-site
- Industry
- IT
- Level
- Middle
- Experience
- 2+ years
- Salary
- KES 60,000 – 60,000 / month
- Posted
- 22 Oct 2026
- Closing date
- 31 Oct 2026
Key responsibilities
- 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.
Candidate requirements
- 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.
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Hiring organisation
s Expand Recruitment Services