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  • Posted: Jan 7, 2020
    Deadline: Jan 10, 2020
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    FlexEdge Nigeria Limited was incorporated in 2012 with the vision of providing holistic human resource management and business solutions. Over the years, the company has greatly evolved into a formidable brand and a force to reckon with in the recruitment and outsourcing business environment in Nigeria.
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    Customer Success Manager

    Location: Lekki, Lagos

    Job Summary

    • A Customer Success team engages with corporate customers to drive our client’s adoption and demonstrate on-going value.
    • This critical function is responsible for working with the Key Account Sales Executives (KASEs) in on boarding new enterprise customers by engaging executive teams in driving on-going adoption, managing retention, and expanding our business with existing customers.
    • It works with the rest of the organization to uncover new ways to make our client a part of everyday usage of the procurement function of our target market and to improve our product by providing customer feedbacks to the product management organization.

    Job Description

    • Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
    • Enable successful roll-out of our product/service to large enterprise customers and multinationals, including sharing and developing relevant creative assets, brainstorming ideas, etc
    • Maintain a cadence of communicating with and visiting our enterprise customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
    • Identify opportunities for existing enterprise customers to act as advocates (e.g. testimonials, case studies)
    • Collaborate closely with KASEs to support pilot customers, renewals, and expansion opportunities
    • Marshall resources across the our organisation as needed to support customers needs
    • Represent the voice of the customer to inform our sales process and product roadmap
    • Aid in product design and product development.
    • Develop and manage client portfolios.
    • Sustain business growth and profitability by maximizing value.
    • Analyze customer data to improve customer experience.
    • Hold product demonstrations for customers.
    • Improve onboarding processes.
    • Evaluate and improve tutorials and other communication infrastructure.
    • Mediate between clients and the organization.
    • Handle and resolve customer requests and complaints.
    • Prevent customer churn.

    Requirements
    Here is what we think you would have done in the past:

    • 3+ years in a Customer Success, Relationship Management, Account Management, or similar role
    • Experience working with large enterprise customers
    • Exceptional communication skills, highly organized, collaborative and detail oriented
    • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
    • Empathetic, positive attitude with a desire to help our customers reach their goals

    Qualifications:

    • Results-driven mentality, with a bias for speed and action
    • Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred
    • Strong PowerPoint/Keynote skills. Experience with Adobe InDesign or Illustrator preferred but not required
    • Comfort in a startup environment we move quickly and wear many hats in a dynamic environment.

    Method of Application


    Interested and qualified candidates should send their CV to: careers@flexedge.com.ng using the Job Title as the subject of the email.

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