Customer Success Specialist at Toke Mabogunje & Co (TMC)

Job Description

• Responsible for the support, training, best practice coaching and implementation process for all clients.
• He/She will collaborate with the company's sales support and product teams to ensure flawless execution of the support implementation process.
• He/She will execute support, deployments (implementations) and best practice coaching for clients, execute daily client support operations including responding to questions and following up on reported issues.
• Execute daily operations for assigned clients and implementations including schedules, time tracking, case and phone routing, health check delivery etc.
• He/She will also track support level and client satisfaction metrics; ensure the support SLAs are being achieved and exceeded; identify opportunities to improve product and client experience.
• He/She will conduct quality and product usage checks to ensure client and product satisfaction expectations are being met for clients and that a high level of service is being delivered; Develop and maintain project plans, issues logs, status reports, and time / budget reports.

Requirements

• A Bachelors Degree or equivalent from a reputable University a numerate discipline.
• A minimum of 3 years experience in a customer service support role.
• Strong team player, be a self-starter with a passion for education and helping customers succeed
• Education Technology (ED Tech) Systems experience will be an advantage.
• Excellent presentation skills.
• Strong organizational skills with the ability to effectively manage all activities, projects, requests, documentation, timelines etc.
• Ability to use Microsoft Office programs is mandatory.
• A qualification in project management will be an advantage.
• Excellent written and verbal communication skills;
• Ability to set expectations and communicate goals and objectives with clients and team mates.