Job Description

Customer Success Executive Jobs vacancy in Kenya 2019

Career Recruitment Customer Success Executive Nairobi Kenya May 2019 

Job Description

Main Duties/Responsibilities

• Building and maintaining relationships with clients so that the business can maximize the value of those relationships.


• Conducting business reviews to ensure clients are satisfied with their products and services.


• Understand the problems and challenges of clients and identify ways the business could better address those needs.


• Seek opportunities to cross-sell or upsell to existing clients.


• Letting customers know about other products the company offers.


• Continuously meet clients to build relationships.


• Escalating and resolving areas of concern as raised by clients.


• Be the main contact point with clients throughout the relationship.


• Continuously get feedback from the customers.


• Monitoring company performance against service level agreements and flagging potential issues.


• Liaising and collaborating with internal departments to ensure client needs are fulfilled effectively.


• Provide excellent service in order to maintain a positive reputation for the business.


• Resolve any customer complaints in a prompt and professional manner.


• Set revenue targets and then develop and execute a strategy to meet those.


• Study competition to find new ways to retain our customers.


• Customer appreciation activities.

Minimum Qualifications

o   Bachelor’s degree in Business, Marketing, Management, IR, IT or related field.

o   3+ years of experience previous experience in client relationship management (RM) or a track record of managing client relationships.

o   Domain knowledge of financial systems and delivering IT Products and services to enterprise clients.

o   Excellent communication and interpersonal skills and an ability to build rapport with customers.

o   Ability to build, foster, and maintain positive professional relationships.

o   Keen analytical and research abilities.

o   Knowledge of relationship management best practices.

o   Problem-solving and conflict resolution capabilities.

o   Willingness to develop an in-depth understanding of the business and related services.

o   Passion for technology, customer success, and high-quality customer service.

o   Proven ability to drive continuous results/value that meets or exceed client expectations.

o   Experience tracking relevant KPIs (e.g. customer satisfaction)

o   Ability to work well with a team.

If you believe your experience, competencies, and qualifications match the job and role specifications described, please send your application to the address below with the subject Customer Success Executive. Applications should contain a detailed CV, copies of academic and professional certificates, names and contacts of 3 referees including one from your latest employer by close of business on Friday, 3rd May 2019.

Note: Only shortlisted candidates will be contacted.

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