Client Relations Officer

Job Title: Client Relationship Officer

Job Summary

Establish, grow, and strengthen professional relationships with our entire client base, including doctors, laboratory staff, corporate clients, private practices, hospital administrators, public relations officers, key suppliers, and service providers, to enhance loyalty to our brand. Maintain and expand connections with decision-makers at each facility, serving as the primary representative of our organization to all clients.

Key Responsibilities

Sales

• Sell and promote services to meet the assigned target set.
• Meet both quantitative and qualitative targets.
• Identify customer pain points and escalate them appropriately to ensure resolution.
• Identify and educate prospective customers while supporting existing clients with information and assistance related to products and services.
• Adhere to the steps outlined in the selling skill tool.
• Organize appointments and meetings (e.g., CMEs, round table meetings) with various healthcare ecosystem staff.
• Ensure a return on investment in all sales activities.
• Develop a territory action plan to execute proficiently on agreed targets.
• Submit timely sales and revenue reports as per stipulated guidelines—every Saturday or as advised by the immediate manager and/or the head of department.

Marketing

• Promote marketing communications related to our services using provided marketing materials.
• Build and maintain relationships with key employees among our customers.
• Track and monitor customer needs throughout their journey.
• Act as the point of contact for compliments and complaints, managing them appropriately.
• Ensure both the company and clients adhere to contract terms, including SLAs.
• Attend company-sponsored events such as doctor conferences and meetings.
• Contribute to the development of marketing strategies.
• Gather competitor intelligence from available industry reports, public information, and field reports, relaying the same to immediate supervisor to inform company tactics.

Business Development

• Reach out to customer leads through cold calling.
• Advise clients on creating profitable business by explaining policies around our SLAs.
• Ensure business continuity is carried out if there is a reassignment of territories—e.g., co-ride with fellow CRO for proper handovers.

Other

• Maintain and update the business database to ensure accurate information.

Qualifications

For appointment to this post, a candidate must have:

• Bachelor’s Degree or Diploma in Medical Laboratory Sciences.
• Additional qualifications in Sales, Marketing, Customer Relationship Management, or Business Development will be an added advantage.
• 2–3 years working experience in sales and marketing within the healthcare or medical laboratory sector.
• Extensive knowledge and expertise in the Eldoret business environment will be an added advantage.
• Excellent communication and relationship management skills.
• Proficiency in basic computer applications.

Skills Required

• Ability to handle sensitive and confidential information.
• Excellent communication, presentation, and interpersonal skills.
• Technical, leadership, and management skills.
• Strong analytical and problem-solving skills with the ability to identify client needs and provide appropriate solutions.
• Good planning, organizational, and territory management skills.
• Strong report writing and data management skills.
• High level of professionalism, integrity, and customer service orientation.
• Ability to work under pressure and adapt to a dynamic healthcare environment.
• Ability to use own initiative and work in a pressured environment.
• Accuracy and analytical skills.
• Attention to detail.
• Communication and interpersonal skills.
• Drive (includes energy and stamina) linked to achievement motivation.
• Ethical behavior.
• Partner networking skills.
• Organizational awareness.
• Willingness to learn.

How to Apply

Interested candidates should send an updated CV and academic certificates to [email protected]. Please indicate the position you are applying for in the subject line of your email.