• Application Deadline: Tue, 6 Sep 2022 00:00:00 GMT
• Position: Customer Success Manager


• Job Type Full Time


• Qualification


• Experience 3 - 5 years


• Location Lagos


• Job Field Customer Care  , Sales / Marketing / Retail / Business Development 
  


• Salary Range ₦500,000 - ₦750,000/month
  

THE ROLE

In this role you will be responsible for building out a robust, Customer Success Program, including finding innovative ways to accomplish identified outcomes.

You will own the post-sale customer journey, including onboarding and training, technical support, referral requests, and cross-selling new products or functionality into our existing customer base.

While we have had great customer support and retention thus far, you will be in a position to make a big impact moving forward, carrying the torch and upholding the standards of service for hundreds of Terragons customers.

• Onboarding and training


• Oversee our primary contacts for the onboarding of new customers, training of platform endusers.


• Oversee completion of customer needs and/or management of contractors and outsourced resources to perform work.


• Oversee management of the knowledge base, addition of new articles as needed and ensuring everything is up-to-date and accurate.


• Become a subject matter expert on our technology, and clearly articulate its value in writing, over the phone dialog, and at the occasional in-person industry event.

Support and retention

• Deepen our customer retention support by preparing the strategy and program for this while working closely with the commercial team to roll this out


• Oversee providing exceptional customer support within established SLA guidelines, track and report out related metrics.


• Oversee management of the long-term health of the customer base by identifying and pre-empting areas of risk or concern; drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed by extracting the most value from our SaaS tools.


• Understand customer sentiment and outcomes by communicating, defining and tracking health metrics, run NPS and gather other feedback.


• Oversee maintenance of a cadence of communicating with customers about needs and adoption trends via surveys and other tools, and educating them via their preferred channel of communication.

Sales and product

• Represent the voice of the customer to provide input into every core product, marketing and sales process.


• Collaborate with the engineering and product development team to troubleshoot technical issues raised by customers.


• Curate the forums, utilize surveys and webinars to determine what feature requests are most needed, and advocate for them on the product team.


• Collaborate closely with sales to drive opportunities.

 WHO WE’RE LOOKING FOR

• You are passionate about tech products & services and what it can accomplish. (Bonus: you understand the challenges our ideal clients face and are excited to be of service to this market.) In addition:


• You have 5+ years of experience in a similar role, 3+ of which should be from a SaaS company.


• You have a high level of attention to detail, and accuracy matters to you.


• You are empathetic and have a real desire to help our customers reach their goals.


• You have good taste: not necessarily a design background, but you know what good looks like (or simply how to rectify bad content, and teach clients good vs bad).


• You can get excited about helping our users get the most out of our tools – including giving tough love when they are using them incorrectly.


• You are driven, self-motivated, enthusiastic, have a “can do” attitude and a results-driven mentality with a bias for speed and action (while not missing the details!)


• You have excellent communication and interpersonal skills, and are able to be flexible and operate effectively with uncertainty and change.


• Bonus: you have a good understanding of marketing and martech solutions, and you have great experience with CRM systems such as Hubspot, Salesforce, Zoho, etc., 


• You’re just as happy getting your hands dirty with implementation work as you are building out high-level systems/processes, and managing a large team

 WHAT YOU’LL ENJOY

• Salary Range: Very attractive


• Health Insurance


• Hybrid work (In-office and WFH)


• Leave allowance