Client Success Associate / Senior Associate (DIgital Health)

About Twins Health

Twins Health, a part of Obeikan Investment Group, is a digital health company focused on advancing value-based care in Saudi Arabia. The company's platform, Saned Health, connects healthcare providers, patients, and payers across various care services, including physical, mental, and social care. Saned supports outcome-focused healthcare through features like AI-driven care planning and remote patient monitoring, collaborating with hospitals, homecare providers, and health clusters across the Kingdom.

Role Overview

Twins Health is seeking a Client Success Associate / Senior Associate to manage client onboarding, implementation, and ongoing relationship support for healthcare providers and health clusters. This full-time position is based in Riyadh, Saudi Arabia. The successful candidate will serve as a primary liaison between Twins Health and its clients, reporting to the Client Success Manager. This role involves close collaboration with internal engineering, product, and operations teams to ensure a seamless client experience with the Saned platform. The level of appointment (Associate or Senior Associate) will depend on the candidate's experience, with potential for growth into localized project leadership.

Key Responsibilities

• Serve as the main point of contact for healthcare providers, addressing inquiries and resolving technical or operational issues via various communication channels to ensure client satisfaction.
• Provide product training and hands-on support to clinical and administrative users during their subscription and implementation phases.
• Monitor client account usage patterns, identify potential risks related to product adoption, and proactively offer solutions.
• Coordinate with engineering, marketing, and sales teams to communicate client feedback and ensure their technical and operational needs are met.
• Document all client interactions, issues, and resolutions thoroughly, and generate reports on client activity, usage trends, and product interests.
• Contribute to the preparation of accurate and timely reports for departmental and company-wide standards.

Qualifications and Requirements

• Nationality: Must be a Saudi national.
• Industry Experience: A minimum of 1 year of direct experience within a Digital Health, HealthTech, or Healthcare SaaS company is strictly required. Candidates without this specific industry background will not be considered.
• Overall Experience: 1 to 4 years of experience in Client Success, Account Management, or Healthcare IT.
• Industry Knowledge: Familiarity with the Saudi Arabian healthcare ecosystem, hospital workflows, or health clusters is highly preferred.
• Leadership Capabilities: Demonstrated experience or a strong aptitude for cross-functional coordination and project initiative leadership.
• Communication Skills: Exceptional verbal and written communication skills in both Arabic and English, with the ability to effectively bridge communication between technical internal teams and non-technical healthcare clients.
• Problem-Solving: A proactive and empathetic approach to troubleshooting and client relationship management.