Client Enablement Specialist at Descasio - Nigeria

Job Overview:

• We are seeking an enthusiastic and detail-oriented Client Enablement Specialist to help our clients fully realize the value of Plug, our innovative no-code platform. You will be the primary advocate for our clients, ensuring they have a seamless experience, from onboarding through ongoing support.
• You’ll also work closely with our cross-functional engineering team, acting as the liaison between clients and the team to ensure our platform meets the evolving needs of our users.
• This role is ideal for someone who thrives in a dynamic, client-first environment and enjoys blending technical know-how with client relationship management.

Key Responsibilities:

Client Onboarding and Training:

• Lead new clients through the onboarding process, ensuring a smooth transition from sales to support.
• Conduct training sessions to help clients use Plug’s no-code platform effectively, customizing sessions based on client needs.
• Create and maintain client-facing documentation and tutorials to support client education.

Client Advocacy and Retention:

• Foster strong relationships with clients, ensuring they maximize the value they get from Plug.
• Monitor client usage and satisfaction, identifying any risks to client success and proactively addressing them.
• Gather and analyze client feedback, sharing insights with the product and engineering teams to inform future development.

Technical Liaison:

• Act as the liaison between the client and the cross-functional engineering team, ensuring that client issues and feature requests are well understood and prioritized internally.
• Advocate for clients during product development discussions to ensure the engineering team considers user needs.

Support and Troubleshooting:

• Provide first-line support to clients, resolving their issues and escalating more complex problems to engineering as necessary.
• Collaborate with engineers to resolve critical issues quickly, keeping clients informed of progress.

Qualifications:

Experience:

• 2-4 years in client success, technical support, or product management, ideally in SaaS or technology-focused companies.
• Proven experience in building and maintaining strong client relationships and driving success through strategic engagement.

Technical Skills:

• Familiarity with no-code platforms or SaaS technologies is highly preferred.
• Ability to understand technical workflows and relay those to both technical and non-technical stakeholders.

Skills and Competencies:

• Exceptional communication skills, both written and verbal, with the ability to bridge the gap between clients and internal teams.
• Strong problem-solving skills and a proactive, client-first mindset.
• Comfortable working cross-functionally and engaging with engineering, product, and design teams.