Customer Success Associate at Descasio - Nigeria

Job Overview

• Develop a positive customer experience and foster relationships;
• This is a customer-facing role requiring strong empathy for users.
• The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills.
• From pre-sales to post-purchase, complete a variety of tasks and create a mutually-beneficial relationship with customers.
• Work closely with them to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. Provide technical support to customers with the goal to keep customers satisfied with the business’s products.

Responsibilities

• Serve as the primary contact for Descasio.
• Develop and manage client portfolios
• Analyze customer data to improve customer experience
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs; Hold product demonstrations for customers
• Improve client onboarding processes and assist with training
• Evaluate and improve tutorials and other communication infrastructure
• Mediate between clients and the organization
• Handle and resolve customer requests and complaints
• Minimize customer churn
• Encourage upsells and cross-sells
• Follow up on renewals
• Build relationships between customers and the support team
• Optimize existing processes within the company and actively enhance all Customer Success initiatives

Functional Competencies:

• Creativity, active energy, passion for tech, and entrepreneurship.
• well-versed on the technical side of projects and can offer insight and tips on how to use features and troubleshoot.
• Excellent communication and interpersonal skills
• Strong technical skills.
• Self-driven and proactive nature
• Ability to build relationships with internal and external stakeholders.
• Ability to take initiative, work independently and prioritise work.
• Outstanding and compelling communication and presentation skills.
• Experience in customer service or customer success position strongly preferred
• Experience working with brand image and promoting value through customer experience
• 2-3 years of working with Azure, AWS and google platforms