Customer Success Manager at Africa Prudential Registrars Plc

About the job

• The Customer Success Manager is responsible for engaging with corporate customers to drive our client’s adoption and demonstrate on-going value.
• This critical function is responsible for working with the Business Development Managers in onboarding new enterprise customers by engaging executive teams in driving on-going adoption, managing retention, and expanding our business with existing customers.
• He/She will be expected to work with the rest of the organization to uncover new ways to drive client adoption and usage of our products as well as improve our product by providing customer feedback to the products team.

Duties and Responsibilities

• Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.
• You will handle strategic customers on a daily basis to help them understand the possibilities with our platforms/products, dive deep into their business use cases and provide trusted-advisor level insight, and then manage their deployment end to end.
• Beyond deployment, you will be responsible for day-to-day helping customers learn about use cases they had not considered with the products, enabling both them and us to grow together.
• Driving customers to understand and plan, and then guide them through implementation and go-live for the best outcome as they deploy our platforms.
• Identifying gaps in business operations and education to both business and technical stakeholders
• Delivering success metrics such as deployment timeframes, usage, stickiness, customer satisfaction, NPS, CES, etc.
• Enable successful roll-out of our product/service to large enterprise customers and multinationals, including sharing and developing relevant creative assets, brainstorming ideas, etc
• Maintain a cadence of communicating with and visiting our enterprise customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
• Identify opportunities for existing enterprise customers to act as advocates (e.g. testimonials, case studies)
• Collaborate closely with BDMs to support pilot customers, renewals, and expansion opportunities.
• Marshall resources across the organisation as needed to support customers' needs.
• Represent the voice of the customer to inform our sales process and product roadmap.
• Aid in product design and product development.
• Develop and manage client portfolios.
• Sustain business growth and profitability by maximizing value.
• Analyze customer data to improve customer experience.
• Hold product demonstrations for customers.
• Improve onboarding processes.
• Evaluate and improve tutorials, FAQ’s, User Guides, Use Cases and other communication infrastructure.
• Mediate between clients and the organization.
• Handle and resolve customer requests and complaints.
• Prevent customer churn.

Required skillset:

The ideal staff in this position should be able to demonstrate:

• Strong communication skills / local language (verbal and written) is essential.
• Strong intellectual curiosity about how businesses work and where improvements can be made
• Track record of exceeding revenue targets, maintaining strong customer relationships and satisfaction level, and maintaining low churn.
• Exposure to enterprise or high-value SMB companies with complex needs, with the ability to interact effectively with both technical and business stakeholders.
• Strong desire to help build and solve problems - you get excited by new challenges and using technology to overcome them.
• Consultative style with an ability to communicate ideas in both structured and clear written or verbal formats.

Qualifications

• 3+ years in a Customer Success, Relationship Management, Account Management, or similar role
• Experience working with large enterprise customers.
• Exceptional communication skills, highly organized, collaborative and detail oriented
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals.
• Empathetic, positive attitude with a desire to help our customers reach their goals.
• Results-driven mentality, with a bias for speed and action.
• Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred.
• Strong PowerPoint skills. Experience with Adobe InDesign or Illustrator is a plus.
• Comfort in a startup environment we move quickly and wear many hats in a dynamic environment.