• Application Deadline:
• Position: Customer Success Associate



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience



• Location Lagos




• Job Field Customer Care 
  
  

Responsibilities:

• Pro-actively managing a large base of Shelf Life customers helping them maximize the value they receive from the Shelf Life tools and services.


• Working as part of a team, to help shape the processes and knowledge base required to support the Shelf Life customer base


• Ensuring customers receive regular communication on best practices and new release information on products and services


• Acting as a single point of contact to coordinate all Shelf Life related enquiries


• Proactively monitor the customer base, taking appropriate actions accordingly, tracking and evaluating performance.


• Provide feedback to the team regarding customer experience.


• Assist and coordinate with the sales teams to help maximize the Lifetime Value (LTV) of clients.


• Work with the Ops/Support team to understand and analyze client facing issues/data anomalies allowing them to be efficiently resolved


• Answer user support requests


• Create detailed support tickets and follow up on resolution


• Conduct Technical Discovery on support issues

Key Performance Metrics

• Support issues closed successfully


• Speed up resolution of complaints and questions

Requirements

• Strong aptitude for quantitative reasoning


• Strong verbal and written communication abilities


• Attention to detail.


• B.sc/HND in a scientific or technical discipline preferably Information Technology, Data Science, or any related fields


• Experience in Customer Relationship Management and Data Management


• Proficient in using spreadsheets


• Resides in Lagos