About the role

The main purpose of this position is to provide in-country [Kenya] project and client support and project coordination for our health solutio

Responsibilities

• Support the current Call centre Agent
• Zendesk-Inbox management and redirecting any queries to the correct channel (Ops)
• On-the-ground field visits to verify / troubleshoot support queries
• Track project progress, interdependencies, and deliverables to facilitate successful project implementation and rollout
• Update all project Activities on project management system [Mavenlink]
• Follow up with clients in team members on outstanding items
• Monitor all critical tasks and communicate updates to project team members.
• Proactively identify risks and escalate
• Represent Mezzanine at client meetings with the various stakeholders: funders, government agencies, implementation partners
• Resolve all client escalations
• Manage internal stakeholders on delivery of escalation requests
• Understand and monitor the environment to identify possible issues and challenges within the system and people processes, and channelling appropriately
• Acting as Liaison between Sales and Commercial
• Input into monthly project reports
• Completion of Monthly EXCO reports
• Ad hoc reporting on clients request

Key requirements

• Bachelor’s degree in a relevant field/area
• 5+ years of experience working in a supply chain, health and/or ICT implementation environment.
• Understanding of the Kenyan public health sector would be a significant plus
• Experience in managing complex stakeholder relationships