Application Support/Customer Sucess Manager at Zanibal Solutions Nigeria Ltd

Responsibilities:

• Provide exceptional support to end-users.
• Monitor and message internal expectations on key business metrics such as support responsiveness, delivery of service, client satisfaction, and system performance.
• Develop the infrastructure and content of our knowledgebase with the goal of continuously improving Client Services’ ability to deliver its offering with greater efficiency and customer satisfaction.
• Work with clients and engagement teams to anticipate project risks, resolve issues, consistently meet deadlines and achieve 100% client satisfaction.
• Periodically review software support log(s); track performance and identify trends, anomalies, and opportunities for improvement
• Assist in the QA process of new iterations of the software
• Recognize end-users’ need for additional products and service.
• Analyze each support request for root cause; determine if the issue could be prevented by changes in the software or business processes, and outline change recommendations.
• Respond to e-mail and telephone support requests.
• Work with the Head of Support to supervise the entire support team and ensure they respond and resolve clients’ issues as quick as possible.
• Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources. 
• Must have a clear understanding of; case priority, problem severity and response time targets.
• Ensuring deadlines are met. 
• Improve Zanibal’s products and processes.
• Capture details of each support request in Zanibal’s ticketing system.
• Help test fixes provided by the engineers and incorporate them into client sites.
• Participating in business meetings.

Qualification:

• At least 3-5 years managing proprietary software support teams
• Technical background with a keen understanding of broader business needs and strategy
• Proven ability to deliver projects on time by leveraging your experience in development processes, work estimation, and optimal resource allocation
• Strong presentation and technical writing skills to effectively communicate with other teams
• Ability to juggle multiple projects and prioritize work accordingly
• Experience with Agile/Scrum methodology
• Extraordinary customer service and relationship management experience
• Critical thinking skills
• Bachelor’s Degree or equivalent experience
• Experience working in Fintech industry that supports Banking, Securities Trading  and Asset Management businesses is preferred