Customer Success Associate at Vencru Nigeria Ltd

About Vencru

• Vencru is an invoicing, inventory management, and accounting software for small businesses.
• We're building solutions that help small businesses manage their transactions, understand their finances, and grow. 
• We are looking for Customer Success Associate(s) to join our team

Customer Success Associate 

1. Potential Customers: Proactively reach out to website visitors and leads generated to provide knowledge of the Vencru value, and address
   1. Establish and maintain good rapport with customers by using positive language and anticipating or addressing their needs.
2. Vencru Customers: Ensure that 75% of users who set up a profile on Vencru are still using it by the end of their first week. Support users so that they capture 100% of their data in Vencru
   • Send a personalized welcome message to each business owner who creates a profile
   • Provide platform training and onboarding for new and existing users.
   • Follow up periodically with users to maintain an annual churn rate of 40% or lower
3. Be a trusted advisor for the most active users and help their businesses grow
   • Recommend new services/solutions or make suggestions for improvements by identifying relevant features and benefits
   • Learn our product to configure the platform to meet the needs of new users.
   • Maintain updated knowledge of the organization’s products, services, and customer service policies.
4. Interface with internal stakeholders to ensure an effective resolution process for customers/stakeholders.
5. Be a team player
   • Internal NPS of 9 or above from your teammates
   • Participate in all monthly 360 feedback sessions
   • Continuously learn by participating in 6 relevant webinars or by reading 6 relevant books per year and share what you learned with the team at monthly lunch & learns and/or through a blog post.
   • Recruit at least one awesome person to join our team; assist in the hiring and training of additional Customer Success Associates
   • Work with product and tech teams to develop and implement product improvements

Requirements

• Exceptional oral and verbal communication skills, especially over the phone
• Experience working in a customer-centric, cross-functional role at a technology company is a plus
• The ability to tailor a custom customer success experience to address the unique requirements of individual Vencru customers
• A strong interest in receiving and implementing feedback and focus on improvement
• Familiarity with customer relationship management (CRM) software program

What you will get out of this role

• The opportunity to join a fast-growing startup
• The ability to work closely with a team of seasoned technology and communications professionals who have previously launched and worked with household brands
• A chance to have your ideas and voice heard
• The possibility to be part of the team throughout the school year and/or full-time after graduation; or recommendations and referrals on your behalf

Method of Application

Note: Vencru is an Equal Opportunity Employer. The company does not and will not discriminate in employment on any basis prohibited by applicable law.