About the job

Nexleaf is a nonprofit technology company that partners with Ministries of Health to provide lasting, data-driven solutions which improve the reliability of the most critical parts of their healthcare infrastructure.

Our goal in the next five years is that countries know with certainty that their vaccines are potent when they reach the arms of citizens, starting by improving the reliability and effectiveness of their vaccine cold chains. In order for us to achieve this goal, we are helping our Ministry of Health customers create programs that will help support countries and their health workers use the technology and data necessary to better operate and maintain their cold chain equipment. Our role in developing these programs will focus on providing the tailored support, guidance, and training needed within all levels of the Ministry of Health. Our services aim to help both the frontline health workers with quick decision making and maintenance, and also support governments in making high level decisions about their countries nationwide vaccine potency.

The Role

Nexleaf is hiring an Impact Consultant who will oversee the implementation of these programs in each country we operate in. This role will sit on the Customer Team, reporting to the Sr Program Manager, Impact, and work globally and cross functionally with other Nexleaf team members to implement training curricula, SOPs, and to report back feedback and user experiences from the customers on the ground. The core responsibility of this role is to support Nexleaf’s customers, Ministries of Health, to derive the maximum value from the deployed Remote Temperature Monitoring Devices (RTMs) and to effectively use the data to make decisions at the national, regional and local levels to improve the performance of their cold chain equipment (CCE) and ultimately ensure the potency of their vaccines. Success in this role requires a very high degree of initiative, responsibility, autonomy, relationship-building skill, and problem-solving capacity.

This will be a 2 year employment contract, with the opportunity to extend the contract. This role involves regular domestic travel to regions across the country to help troubleshoot issues in-person when needed.

Applications are currently being accepted and the interview process will begin in January

Your Responsibilities

Drive and execute initiatives to ensure devices are online

• First and foremost, do what it takes to make sure deployed RTM technology is online and sending data. You’ll work with the Ministry to identify, categorize, and solve problems to RTM reliability, and to devise and implement permanent solutions that the Ministry can take over.
• Support Customers in leveraging the RTM technology to make their day today lives easier; help improve usability issues and develop training and reference guides to be used in the future.
• Proactively look for opportunities to embed Nexleaf solutions on the existing Ministry of Health's existing Standard Operating procedures (SOP) and processes for sustainability.
• Execute on agreed action plans set by Nexleaf and have regular review meetings with customers and partners.
• Track weekly progress of whether devices are online, and whether they are sending data or not, to help identify the root cause and troubleshoot accordingly.
• Collaborate with the product team, your Impact Manager, and your peer Impact Consultants to understand patterns between countries and improve problem solving efforts.

Customer Support

• Engage with RTM users at Regional, District, and Health Facility levels virtually and in person to identify and resolve issues, being responsive to requests and concerns.
• Execute on agreed plans with regular business review meetings with customers to quickly achieve their desired outcomes.
• Understand the needs and priorities of our customers, and champion for the solutions to other teams at Nexleaf.
• Build and maintain strong strategic relationships with key stakeholders in the country.
• Own overall client satisfaction by proactively anticipating client needs and maintaining contact with clients to ensure we are meeting their needs.

Training & Implementation

• Support in developing of Standard Operating procedures (SOP) based on local user feedback that empower health workers to respond to problems with RTMs, as well as perform better ongoing preventative maintenance.
• Collaborate with Nexleaf’s internal training team in continuous improvement of training materials based on insights and feedback from users.
• Support managers within the Ministry to translate SOPs and training into successful maintenance and use of RTMs.
• In partnership with our Impact & Market Shaping Department, test proposed solutions for training or other customer support initiatives, creating systems for effective use of data and technology adoption among MoH

Requirements

• 3+ years experience in a customer facing role, such as customer support or relationship management, in a technology/software setting
• Fluent in English + the Country Local Language
• Demonstrated experience being fully responsible for delivering a major project to completion
• Demonstrated experience with relationship-building, account management, and/or delivering outstanding customer service
• Excellent written, oral communication, and presentation skills, including the ability to communicate technical information with non-technical people
• Demonstrated skill analyzing complex data sets to draw meaningful insights
• Ability and willingness to learn rapidly, to think globally and incisively, to trouble-shoot and find solutions through internal cross-team collaboration, and to take a broad view of all variables that could impact future success
• Confidence working independently to targets whilst also being a highly committed team-player

Bonus Points

• Global public health and/or international development experience, including working with Ministries of Health
• Experience working in a cross functional and globally distributed remote team
• Experience giving customer support with hardware
• Experience with leading technical training for software or hardware

Benefits

• Amazing start-up culture that's purpose-driven and highly collaborative
• Fully remote company
• Fast-paced, high performing team focused on learning and getting better every day
• Benefits including health and generous PTO (including 1 week summer break and 1 week winter break)
• Flexible work hours