• Application Deadline:
• Position: Customer Solution Manager


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 10 years


• Location Lagos


• Job Field Customer Care 
  

Purpose

The Customer Solution Manager will develop and implement best practices to help our largest accounts to optimize their Chat Commerce consumer journeys. This is a critical role in helping our sales team optimize and achieve their business objectives.

We Do The Right Things- Responsibilities of the Role

• Work in close coordination with the a regional Enterprise sales team (i.e. commercial managers and solution architects) to design the optimal consumer experience journey at our Enterprise clients (i.e. optimizing B2B2C CX design).


• Develop and optimize chat user journeys through interactive consultation with the Enterprise clients.


• Develop an exceptional understanding of what is required to ensure that Chat Commerce deployments are successful in terms of consumer experience, ROI & automation of processes.


• Evaluate past and existing Clickatell deployments, extracting lessons learned and best approaches that if applied to new projects will increase the likelihood of successful deal closure.


• Develop companywide strategies (involving all relevant parties) on how to build capabilities to help customers to optimize the CX of Chat Commerce Solutions.


• Contribute to strategic product develop in relation to target markets and specific use cases.


• Work on specific identified accounts (applying the best practices), to convince clients to deploy and invest and help them to be successful.


• Take appropriate actions to develop Clickatell's brand as the company that help their customer's to be successful, through proven success stories.


• Develop a long term plan to grow this expertise in support of Clickatell customers in all our target regions.


• Operate as a strong team player to achieve various goals and objectives.

Requirements

We Are On A Learning Journey- Requirements of the Role

• Broad-based business professional with 10+ years of experience in business transformation and consumer journey design and development.


• Proven ability to interact with Senior client decision makers, building confidence to deliver on strategic projects.


• Successful track record in shaping new generation, transformational products – especially in the retail or financial services verticals.


• Good analytic skills to understand previous successes and market dynamics.


• Proven track record in understanding and developing consumer journeys in mobile environments to optimize conversational channel deployments.


• Ability to conceptualise outcomes through a process of integrating diverse disciplines (product functionality, consumer behaviour and return on investments) to develop targeted solutions.


• Strong business acumen, analytical and problem skills, and focus.


• People-person who is skilled at impressing and satisfying customer not only with results but technical capability.


• High-energy, visionary executive with high intellectual horsepower and a proven entrepreneurial track record of defining and delivering new initiatives


• Successful background driving repeatable solutions, technical wins and / or practice wins.


• Demonstrated leadership, teamwork and collaboration in a professional setting


• Excellent communication (written and oral) and interpersonal skills

Benefits

Why You Should Join- Perks of the Role

• Healthcare, Retirement Fund and Risk benefit company contributions


• Quarterly performance incentives


• Reimbursable Communication allowances for internet and mobile phone bills


• Half-day off on your birthday


• 5 personal days leave a year, over and above your annual leave


• Remote Working (our offices are currently open for essential use only due to COVID-19)


• Home office set-up with laptop, monitor, chair and UPS