• Application Deadline:
• Position: Customer Success Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 3 - 5 years


• Location Abuja


• Job Field Customer Care 
  


• Salary Range ₦100,000 - ₦150,000/month
  

Key Principal Responsibility.

• Drive Customer Success Outcomes


• Develop engagement strategies with customers to establish a professional relationship by providing operational and product expertise, customer service.


• Lead customer success engagements with key operational personnel via on-site visits.


• Generate user documentation to ensure the delivery of successful solutions to clients concerns and opportunities.


• Work with the sales and marketing team, product development and technology teams to ensure day-to-day service is effectively meeting client needs and value is being delivered to the client.


• Develop and execute service plans that target customers’ key strategic business initiatives and pain points.


• Proactively monitor renewal risk factors such as product usage, customer satisfaction and other activities to proactively engage clients in increasing usage ofour products and services.


•  Responsible for Customer Service Delivery - increasing the overall level of satisfaction, perceived value, and engagement with the business.


•  Survey development and tracking of customer satisfaction - loyalty and retention surveys and tracking

Business Development

• Identify actionable insights to improve client results and team strategy which lead to upsell opportunities through the knowledge of the client’s need/requirements.


• Actively assist the leadership team and marketing team in identifying leads and managing the opportunity pipeline.


• Responsible for product launch and activation.

PRODUCT GROWTH AND STRATEGY.

•  Recommend product or service enhancements to leadership team based on interaction and feedback from customers/clients.


• Work strategically with commercial team to drive continuous improvements in the business and platform. 

RETAIL SALES

• Conduct presentations to demonstrate to potential clients the benefits of HC24  products and services.


• Determine new ways to make products appealing by observing the environment and current trends.


•  Establish and nurture relationships with past customers and potential customers to facilitate sales


• Find potential customers through networking, cold calling and industry research to increase sales.


• Use data to help customers understand how products can help them achieve their goals.

CUSTOMER EXPERIENCE MANAGEMENT 

• Tracking customer experiences across online and offline channels.


•  Collaborating with other teams to enhance customer services and brand awareness.


•  Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.


• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.


•  Perform product tests, evaluating after-sales and support services, and facilitating improvements.


• Documenting processes and logging technical issues, as well as customer compliments and complaints.


• Keeping informed of industry trends and new CRM technologies.​


• Identifying customer needs and taking proactive steps to maintain positive experiences.


• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.


•  Developing feedback surveys.


•  Scheduling in-person and online meetings with customers


• Thinking of ways to show appreciation to loyal clients


•  And other methods to improve and maintain the overall brand experience


• Champion opportunities to consistently Improve the HC24  customer service experience


•  Establish and maintain healthy, long-term relationships with clients to generate repeat business and referral


• Discover customers’ needs and offer solutions to them through the company’s services or products