Our client is a social enterprise focused on improving food and income security throughout sub-Saharan Africa and Asia. Our low-cost tractor-monitoring device and software applications make it profitable and sustainable for tractor owners to provide services to farmers within their vicinity. They now have an opening due to operations expansion for aCustomer Success Manager.
Job Summary:
The Customer Success Manager (CSM) will be responsible for leading our customer success team. You will also be responsible for creating the best experience for our customers. You must be a highly effective communicator who is organized, efficient, and adaptable. You’ll be in constant communication with our customers, beginning with understanding their needs. You will be part of a high performance and quickly growing team that is making it easier for tractors to reach farmers in need of mechanization services. You must possess enthusiasm, a strong work ethic, and be a team player. The ideal candidate will be as passionate about Our Client's goal is to provide an exceptional experience for every customer and are motivated by shared success. We’re looking for a driven, innovative CSM who is interested in using their customer relationship management and strategic leadership skills to help us achieve our goal of being a trusted and valued partner for our customers.
Key Responsible:
- Designing, developing and deploying customer success strategies to retain customers
- Building and operating processes to streamline and strengthen communication with customers
- Providing day-to-day management of customer issues and questions
- Working closely with the Sales and Marketing teams to grow new business and drive in-account expansion
- Working closely with Product and Engineering teams to identify opportunities for future product functionality and provide insight on customer experience
- Partnering with Sales and Marketing to ensure the appropriate on-boarding and training plans and ensure they are communicated effectively to prospects
Additionally, the Customer Success Manager should be able to:
- Define processes and KPIs to ensure process adherence
- Define Customer Success Management metrics and process for strategic accounts
- Surpass targets and drive team performance
- Tackle multiple accounts
- Create customer training plan and templates
- Prioritize customer needs based on resource availability and importance
Requirements
- At least 3-5 years’ proven working experience leading customer service teams
- Very organized and detail-oriented
- Excellent knowledge of management methods and techniques
- Working knowledge of customer service software, databases and tools
- Awareness of industry’s latest technology trends and applications
- Ability to think strategically and to lead
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- BS degree in Business Administration or related field
Please note, Only Qualified candidates will be contacted
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