Customer Success Engineer job at Streamline Health Tech

Company Overview

Streamline Health Tech Company Ltd is a fast-growing health technology company committed to improving access to quality and affordable healthcare for underserved communities. Through innovative digital solutions—including Streamline EMR, Ubuntu, PAY, MyApp, and SNAP—the company is transforming healthcare delivery by leveraging data to improve health outcomes across Africa.

As the company expands its footprint across the continent, it is seeking a Customer Success Engineer to ensure clients successfully implement, adopt, and maximize value from its digital health solutions.

Job Purpose

The Customer Success Engineer (CSE) serves as the technical bridge between the company and its customers, ensuring seamless onboarding, implementation, training, and ongoing support. The role combines technical problem-solving with customer relationship management to drive product adoption, customer satisfaction, and long-term retention.

Key Responsibilities

• Lead technical onboarding and implementation for new customers.
• Configure and customize the Streamline Health Tech platform to meet client requirements.
• Troubleshoot technical issues and provide timely, effective resolutions.
• Deliver user and administrator training on system functionality and best practices.
• Monitor customer system usage and proactively identify opportunities to improve product adoption.
• Collaborate with Account Managers to support customer renewals and account expansion.
• Work closely with Product and Engineering teams to escalate technical issues and recommend product improvements.
• Develop and maintain customer documentation, user guides, FAQs, and technical support materials.
• Build strong client relationships by providing responsive technical support and guidance.
• Ensure customers achieve maximum value from the company's digital health solutions.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Business Computing, or a related field.
• Recent graduates are encouraged to apply.

Experience

• Relevant certifications or 1–2 years' experience in customer success, technical support, implementation, or a similar role is an added advantage.
• Experience working with software implementation or enterprise applications is desirable.

Knowledge and Skills

• Strong technical troubleshooting and problem-solving abilities.
• Excellent communication and customer service skills.
• Ability to explain technical concepts to non-technical users.
• Strong interpersonal and relationship management skills.
• Ability to work effectively in resource-constrained environments.
• Good organizational and time-management skills.
• Ability to work independently and collaboratively within cross-functional teams.
• Basic understanding of software implementation, system configuration, and customer support processes.
• Proficiency in Microsoft Office and general computer applications.

Key Competencies

• Customer Focus
• Technical Problem Solving
• Communication Skills
• Relationship Management
• Teamwork and Collaboration
• Adaptability and Agility
• Analytical Thinking
• Time Management
• Attention to Detail
• Continuous Learning

Internship and Career Progression

The successful candidate will begin with a three-month internship training programme. Upon successful completion of the training and satisfactory performance, the candidate will be offered a full-time position.

What the Company Offers

• Competitive salary with performance-based incentives (upon full-time employment).
• Opportunity to work with leading healthcare organizations.
• Exposure to real-world business challenges and digital health innovation.
• Hands-on experience with cutting-edge healthcare technology.
• Professional growth and career development opportunities.

Key Performance Indicators (KPIs)

• Successful completion of customer onboarding and implementation within agreed timelines.
• Customer product adoption and active usage rates.
• Reduction in technical support issues and escalations.
• Customer satisfaction and retention levels.
• Successful system integrations and platform uptime.

Working Conditions

• Full-time, office-based position in Kampala, Uganda.
• Occasional travel may be required to customer sites for implementation, training, or support.
• Ability to work in dynamic and resource-constrained environments.

• Lead technical onboarding and implementation for new customers.
• Configure and customize the Streamline Health Tech platform to meet client requirements.
• Troubleshoot technical issues and provide timely, effective resolutions.
• Deliver user and administrator training on system functionality and best practices.
• Monitor customer system usage and proactively identify opportunities to improve product adoption.
• Collaborate with Account Managers to support customer renewals and account expansion.
• Work closely with Product and Engineering teams to escalate technical issues and recommend product improvements.
• Develop and maintain customer documentation, user guides, FAQs, and technical support materials.
• Build strong client relationships by providing responsive technical support and guidance.
• Ensure customers achieve maximum value from the company's digital health solutions.

• Strong technical troubleshooting and problem-solving abilities.
• Excellent communication and customer service skills.
• Ability to explain technical concepts to non-technical users.
• Strong interpersonal and relationship management skills.
• Ability to work effectively in resource-constrained environments.
• Good organizational and time-management skills.
• Ability to work independently and collaboratively within cross-functional teams.
• Basic understanding of software implementation, system configuration, and customer support processes.
• Proficiency in Microsoft Office and general computer applications.

• Bachelor's Degree in Information Technology, Computer Science, Business Computing, or a related field.
• Recent graduates are encouraged to apply.