Customer Success Executive (BPO Experience) at Outcess Solutions Nigeria Limited

Job Summary

• We are seeking a proactive Customer Success Executive to act as the primary liaison between our clients and internal teams. This client-facing role involves managing relationships, ensuring service excellence, and identifying opportunities for growth.
• You’ll work Monday–Friday, engaging clients across multiple industries (fintech, telecom, healthcare, etc.) while supporting internal teams to deliver world-class BPO services. Proficiency with Microsoft Dynamics CRM is essential.

Key Responsibilities

• Client Relationship Management: Build and maintain strong relationships with clients, serving as their main point of contact for service delivery updates, issue resolution, and continuous engagement.
• Client Onboarding & Engagement: Lead smooth onboarding processes, schedule regular service review meetings, and conduct client visits to understand their evolving needs and maintain satisfaction.
• Service Excellence & Surveys: Conduct client surveys and feedback sessions to capture insights on service delivery, proactively identifying areas for improvement and acting on feedback.
• Performance Monitoring & Reporting: Track KPIs (e.g., SLAs, CSAT, conversion rates) and provide regular reports to both clients and internal stakeholders. Use data to support decision-making and continuous improvement.
• Internal Team Collaboration: Work closely with Operations, Quality, IT, and Management teams to ensure seamless service delivery. Communicate client needs and escalate issues as needed.
• Upselling & Cross-Selling: Identify and propose relevant upsell and cross-sell opportunities based on client needs and product alignment. Partner with the sales team to support business growth while maintaining trust.
• Problem-Solving & Issue Resolution: Resolve client concerns promptly and thoroughly, ensuring their expectations are met or exceeded.
• CRM Management: Maintain accurate records of client interactions, service feedback, and action points using Microsoft Dynamics CRM and internal tools.

Requirements

• 1–2 years of experience in customer success, account management, or B2B client services (BPO industry preferred).
• Proficiency in Microsoft Dynamics CRM and support ticketing systems.
• Excellent communication and presentation skills—both verbal and written.
• Strong problem-solving abilities with an analytical, metrics-driven approach.
• Ability to manage multiple client accounts, track deliverables, and meet deadlines.
• Proven experience in client visits, service delivery reviews, and customer feedback collection.
• Comfort with upselling and cross-selling solutions in a consultative manner.

Preferred Qualifications:

• Experience in BPO industries such as fintech, telecom, or healthcare.
• Familiarity with CRM systems like Dynamics, plus tools like Powerpoint or Excel for reporting.