Job Description

Customer Success Manager Job along Ngong Road, Nairobi 2019

Career Employment Customer Success Manager Jobs vacancy in Kenya 2019

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.

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.

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