Account Manager (Service Center)

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
  

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