Account Manager (Service Center)

ABOUT THE COMPANY

Apeiro, a subsidiary of Sirius International Holding, was founded to address challenges faced by governments in managing healthcare systems. Our aim is to ensure that everyone can access high-quality medical care, contributing to financially sustainable universal health coverage for all. We stand at the junction of Health and Technology, offering countries assistance throughout their journey of healthcare transformation.

JOB SUMMARY

Qualifications & ExperienceBachelor’s degree in health informatics, Information Technology, Public Health, Business Administration, or a related fieldMinimum 3 years’ experience in account management, client relations, or stakeholder engagement, preferably within a health, technology, or public sector environmentDemonstrable experience working with or within Kenya’s public health system, including familiarity with SHA, DHA structures, KEMSA, or HMIS operationsExperience in a service desk, IT support, or digital health implementation environment is an added advantageSkills & CompetenciesStrong relationship management and stakeholder communication skills, including the ability to engage confidently at senior institutional levelsAbility to interpret service desk data and translate operational insights into clear, actionable stakeholder communicationsProficiency in CRM platforms, reporting tools, and knowledge management systemsHigh attention to detail with strong organisational and documentation skillsAbility to manage multiple accounts simultaneously while maintaining service quality and responsivenessCollaborative team player with the ability to coordinate across technical, operational, and client-facing teamsWillingness to work flexibly, including outside standard hours, to meet the demands of assigned accounts and critical incidents

RESPONSIBILITIES

Stakeholder Relationship ManagementServe as the primary point of contact for assigned institutional accounts including SHA, DHAs, KEMSA, HMIS Level 5/6 hospitals, and national health regulatorsConduct regular structured engagements and account reviews to assess satisfaction, system adoption, and emerging operational needsRepresent TaifaCare in stakeholder forums, technical working groups, and inter-agency meetingsMaintain a dedicated engagement track with KEMSA, overseeing TaifaCare platform integration and supply chain data continuityService Desk Interface & EscalationAct as the institutional escalation point for service issues impacting assigned accounts, ensuring SLA compliance and timely resolutionMonitor open tickets for assigned accounts and facilitate structured escalation meetings between stakeholders and internal technical teamsDeliver post-incident communications to stakeholders following critical service disruptionsKnowledge Management & ReportingMaintain a live account knowledge base covering each stakeholder’s system configuration, workflows, known issues, and escalation historyPrepare and present regular service performance reports to assigned stakeholders, covering SLA adherence, incident trends, and system availabilityProduce account health summaries and intelligence briefs for internal leadershipChange Communication & Stakeholder ReadinessServe as the principal channel for communicating system changes, scheduled downtime, new releases, and policy updates to assigned accountsCoordinate stakeholder readiness ahead of major releases or infrastructure changes, managing expectations and providing timely updates

REQUIRED SKILLS

Account management, Customer service, Reporting, Business development

REQUIRED EDUCATION

Bachelor's degree