Customer Success Manager Jobs along Ngong Road, Nairobi

Customer Success Manager Jobs along Ngong Road, Nairobi

Customer Success Manager
Location:

Ngong Road, Nairobi

Our client, a cloud-based merchant technology company, is recruiting for a Customer Success Manager to join their team.

Job Summary:

To enable our customers realise maximum value from our products and services that leads to enhanced customer satisfaction and hence drives retention, revenue expansion opportunities and referrals.

Duties & Responsibilities:

Ensure smooth customer on-boarding by coordinating all teams involved in the process;

Track customer usage of the solution to ensure they are deriving maximum benefits and proactively monitor their product usage;

Engage with key customers to understand their growth strategies and to roadmap an alignment plan;

Carry out periodic customer satisfaction surveys and share feedback with other internal teams like customer support to ensure product growth;

Keep customers updated on new product features and drive adoption;

Ensure recurring revenue growth, seamless subscription renewals and drive strategic initiatives to maximize product adoption and advocacy;

Document customer success stories in the different segments served to help the marketing team drive new customer acquisition strategies;

Create and oversee implementation of policies and procedures that optimize customer experience;

Study other customer success programs and analyse customer data to identify the best practices: establish policies the entire staff can adhere to so all customers receive the same quality of service;

Effectively persuade customers to upgrade to a

higher plan or to consider complementary products offered;

Perform any other duties as may be assigned from time to time.

Key Requirements & Competencies

Bachelor’s Degree in Business Management, Sales and Marketing, Communications or a related field;

3+ years of experience with at least 1 year in a supervisory role;

Positive attitude towards work;

Accountable and self-disciplined;

Able to thrive in an environment that values entrepreneurial ethic and transparency;

Knowledge of customer success processes;

Self-driven and of a proactive nature;

Excellent communication and interpersonal skills;

Strong analytical and problem solving skills;
Patient and active listener.

How to Apply

Deadline: Interested parties should send their online applications on or before 3rd May 2019
Correspondence: Detailed CV to be submitted online at http://goo.gl/T8sryH

Applications not meeting minimum requirements will not be considered.

Only shortlisted candidates will be contacted.

For more information and job application details, see; Customer Success Manager Jobs along Ngong Road, Nairobi

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