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CUSTOMER SUCCESS ASSOCIATE  - ACADEMY & SCRIPT

Hydrid: Cape Town or Johannesburg

Salary Range: R25 000 - R30 000

 

Background

EMGuidance is a trusted information-driven mobile and web-based medicines and treatment platform which supports healthcare professionals at the point of care in an unbiased manner, whilst creating insights and digital solutions for the healthcare ecosystem. We are committed to upholding our values of transparency, innovation, excellence and providing up to date information.

We are a globally award-winning, venture-funded med-tech start-up, based in Sandton (JHB) and Cape Town. Our team is deeply passionate about adding value and creating efficiencies for the medical professionals, patients and the pharmaceutical and healthcare organisations for which we provide solutions. We seek individuals who share these ideals and who are looking to positively impact the country’s healthcare system.

We have a new vacancy for a Customer Success Associate.

 

Job Title: Customer Success Associate

Job Overview

The Customer Success Associate is responsible for ensuring that Academy Content Partners and individual learners derive maximum value from our educational offerings. You will bridge the gap between technical platform learning management systems and high-level instructional design best practice.

Your goal is to ensure Partners are onboarded and their content is configured, QA’ed and published based on our delivery processes. You help drive Partners with course enrolments, completion rates, manage the learner lifecycle and related certifications including supporting Academy Content Partners with any issues that might arise on the items delivered, including liaison between EMGuidance end-user queries and the Content Partner.

The Customer Success Associate will also serve a set of EMGuidance Script Partners with onboarding and help them derive maximum value from the Script offering. You also be the liaison between EMGuidance end-user queries and the Script Partner where required.

Projects and reports will also need to be executed based on requirements from Partners and internal stakeholders.

Job Requirements

The following points outline the job requirements:

Customer Success

  • Be the primary point of contact for Partners on the solution

  • Onboard Partner onto systems as per company processes

  • Do introductory briefing and training sessions with Partner representatives

  • Work with Partners to ensure they derive maximum benefit and results from the EMGuidance platform

  • Build success plans and key milestones

Customer Delivery

  • Configure and setup with requirements in the solution

  • Coordination of Clinical information review in consultation with internal teams

  • Ensure that all the necessary client sign-offs are received to take the customers requirements into production

  • Coordination of medical writers / external suppliers / instructional designers

  • Coordination of CPD accreditation

Support

  • Ensure that Partner representatives are verified upon signup as per company processes

  • Once the Partner or user logs an issue ensure it is tracked until the customer confirms they are satisfied the issue is resolved

  • Provide regular feedback to the Partner or user

  • Coordinate internal resolution of the matter and ensure team members provide feedback

  • Escalate where necessary to ensure timeous resolution

  • Share user insights with the commercial and product teams to assist penetration and increasing usage

  • Regular review and updating of playbook responses

Projects and Reporting

  • Coordination of Partner integration projects

  • Compile and deliver reports to internal and external stakeholders as per the agreed upon reporting period

  • Execute on internal projects as per the project plan

  • Find innovative ways for operations to execute on the solution

Other

  • Investigate new systems and processes for creating operational efficiencies

  • Review and update of SOPs

  • Content transcription

  • Prepare script auto-dosing requests from prescribers for review and sign off

  • Maintenance of medical scheme information documents

 

Key Performance Areas

  • Achieve customer and user satisfaction indicators as agreed with management within specified timeframes

  • Delivers an outstanding customer and user experience

  • Works in collaboration with the team, developing good working relationships.

  • Ensure quality measures are achieved as per set targets

  • Ensures compliance with EMG’s values, policies and standards, and ensures compliance with all local statutory requirements.

 

Skills/Attributes of Candidate

  • Action-oriented with strong initiative

  • Analytical, flexible, and able to prioritise

  • Comfortable working under pressure and multitasking

  • Strong attention to detail and problem-solving ability

  • Good planning, organisation, and time management

  • Strong written and verbal communication

  • Relationship-building mindset and curiosity

 

Experience

  • Experience in customer success and user support

  • Computer proficiency to configuring solutions on Partner management systems

  • Creation of high quality documents for Partner approval

  • Proficient in Google Suite

  • Advantageous: Previous work experience in a medical organisation and/or Instructional design

 

Qualifications

  • Relevant tertiary science or healthcare related qualification (e.g BSc, Pharmacy Technician/Pharmacist Assistant, Nurse, Paramedic)

  • Registration with relevant regulatory body if applicable (e.g HPCSA, SAPC, SANC, etc)

 

Reporting to: 

Executive Head: Academy

 

 

UP FOR THE CHALLENGE?

Send your CV to careers@emguidance.com

If you haven’t heard back from us within 10 business days, please consider your application unsuccessful.

Applications close: 28 February 2026