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Customer Success Associate (Insurance and New Products)

Hybrid: Johannesburg or Cape Town

Salary: R25 000- R30 000

Contract: 3 Month Fixed-term Contract 

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

For more information on what we do, please visit our website https://info.emguidance.com/

Job Title: Customer Success Associate 

Job Overview

The Customer Success Associate will be responsible for the day-to-day Customer Success activities relating to one of our key new product offerings, which services the life insurance industry. In addition to ensuring a successful relationship with contracted life insurance clients, a core component of this role will involve making outbound calls to medical practices to encourage registration, system adoption, and usage of the platform. The Associate will ensure high levels of customer satisfaction and system engagement for this product.

Furthermore, the Associate will provide essential administrative and operational support across the business for other new products as they pilot and launch to market.

Job Requirements

The following points outline the job requirements:

Customer Success
  • Be the primary point of contact for clients contracted to the solution
  • Outbound calls to medical practices to encourage adoption of the solution
  • Work with clients and users to ensure they derive maximum benefit and results from the EMGuidance platform
Customer Delivery
  • Configure and setup requirements in the solution
  • Coordination with internal teams where needed
  • Ensure that all the necessary client sign-offs are received to take the customers requirements into production
  • Drive User adoption of the new solution
  • Educate users on the new system and ensure timely delivery
Support
  • Ensure that client representatives are onboarded and verified upon signup as per company processes
  • Once the client 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 client 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:
  • Compile and deliver reports to internal and external stakeholders as per the agreed upon reporting period
Other
  • Investigate new systems and processes for creating operational efficiencies
  • Review and update of SOPs

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 orientated
  • Ability to take initiative and not give up
  • Ability to think out-of-the-box to gain high levels of customer satisfaction
  • Ability to set priorities and have high flexibility to adjust based on changes in priorities
  • Ability to think analytically
  • Ability to work well under pressure
  • Ability to multitask
  • Attention to detail
  • Problem solving
  • Time management
  • Good relationship building skills
  • Good verbal communication skills
  • Good written communication skills
  • An enquiring mind
  • Good planning and organising skills

Experience

  • Experience in customer success and user support
  • Computer proficiency
  • Creation of high quality documents for Client approval
  • Proficient in Google Suite
  • Advantageous: Previous work experience in a medical organisation and/or tech business

Qualifications

  • Matric/Grade 12
  • Any additional technology or healthcare qualifications advantageous

Job Detail 

  • 3 month contract with possibility of extension
  • Based in Johannesburg or Cape Town
  • Must be willing to travel within SA
  • Must be willing to provide in-person customer support if required
  • Hybrid work set-up (3 days in office)
  • After hours customer support as needed

Reporting to:

EMGuidance Script Business Unit Lead

UP FOR THE CHALLENGE?

Send your CV to careers@emguidance.com

If you haven’t heard back from us within 15 business days, please consider your application unsuccessful.

Applications close: 24 April 2026