Watu Credit Head of Customer Success Jobs in Kenya

Watu Credit Head of Customer Success Jobs in Kenya



Job purpose:

Steer customer satisfaction, retention, and growth. The role holder will develop and implement strategies and processes enabling positive and seamless interactions for all customers across all touchpoints.

Key Responsibilities:

  • Lead and manage the customer success team, setting clear goals and expectations and providing coaching and development opportunities to team members.

  • Develop and implement customer experience strategies and processes to improve customer satisfaction, retention, and growth.

  • Establish, measure, and track key customer metrics and reporting processes to evaluate the impact of customer success initiatives on business performance.

  • Design and implement customer feedback programs and leverage customer insights to inform business decisions and areas of improvement.

  • Develop and implement customer onboarding and adoption programs to drive product usage and customer satisfaction.

  • Work closely with cross functional teams to ensure that customer feedback is incorporated into product and service offerings.

  • Stay up to date with industry trends and best practices in customer success and implement new ideas and approaches to improve customer satisfaction and retention.

    Key Competencies:

  • Leadership

  • Strategic thinking

  • Customer
    focus/Customer centric mindset

  • Strong communication and interpersonal skills

  • Analytical and problem-solving

    Minimum Qualifications:

  • Bachelor’s degree in business administration or a related field

  • At least 8 years of experience in customer success, account management with 5 years of experience managing and leading teams, preferably in a customer-facing role.

  • Demonstrable success in developing and implementing customer success strategies and processes.

  • Knowledge of customer success tools and technologies, such as CRM systems, customer feedback platforms, and customer success analytics tools.

  • Knowledge of customer success best practices and trends

    How to Apply

    For more information and job application details, see; Watu Credit Head of Customer Success Jobs in Kenya

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