• Application Deadline:
• Position: Customer Success Manager


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 4 years


• Location Lagos


• Job Field Customer Care 
  

Responsibilities

• Measure the impact of the usage of our solution for our customers.


• Data driven measurement of adoption of our solution, new releases as well as their impact on our customers’ businesses.


• Onboard new clients.


• Assist with account creation and setup. Provide assistance and guidance to the product team.


• Enhance Customer Training.


• Build video / PDF / other materials to provide quality training and ease the adoption of our applications.


• Maintain constant knowledge of our customers’ industry as well as ours.


• Be in the know of market trends and understand the operational functions of our customers in order to be in a position to provide the best solutions.


• Weekly / Monthly / Quarterly reviews of customer accounts and measurement of impact, highlight areas of improvements.


• Customer goal alignment and achievement through our product.


• Constant communication with customers, ensuring their challenges are attended to immediately.


• Diligently investigate and resolve customer queries, report errors / issues to the product team, do constant follow up with internal teams to ensure customer issues are resolved on priority.


• Ensure proper communication and constant adoption of new features / releases done.


• Testing of new / improved product releases / features.


• Working with the product managers and software testers to ensure new releases are in line with requirements and processes of customers.

KPIs

• Time taken for product / feature adoption.


• Customer Churn Rate / LTV


• Sales metrics based on what customers want to achieve using our solution

Qualifications

• Communications or Marketing Degree.


• A minimum of 4 years’ experience in the same role or something related


• Highly organized and able to multi-task.


• Self-driven and proactive nature.


• Excellent communication and interpersonal skills.


• Demonstrate leadership qualities.


• High computer literacy and ability to learn new software.


• Knowledge of customer success processes.


• Experience in document creation.


• Patient and active listener.


• Passion for service.

What We Offer

• Growth


• Good working condition


• Equal Opportunity


• Exchange ideas and meet colleagues from different teams in our active squads