Customer Success Manager at Omnibiz Africa

Job Description
KPIs:

• Time taken for product / feature adoption
• Customer Churn Rate / LTV
• Sales metrics based on what customers want to achieve using our solution.

Responsibilities

• Measure the impact of the usage of our solution for our customers
• Data driven measurement of adoption of our solution, new releases as well as their impact on our customers’ businesses
• Onboard new clients
• Assist with account creation and setup. Provide assistance and guidance to the product team
• Enhance Customer Training
• Build video / PDF / other materials to provide quality training and ease the adoption of our applications
• Maintain constant knowledge of our customers’ industry as well as ours
• Be in the know of market trends and understand the operational functions of our customers in order to be in a position to provide the best solutions
• Weekly / Monthly / Quarterly reviews of customer accounts and measurement of impact, highlight areas of improvements
• Customer goal alignment and achievement through our product
• Constant communication with customers, ensuring their challenges are attended to immediately.
• Diligently investigate and resolve customer queries, report errors / issues to the product team, do constant follow up with internal teams to ensure customer issues are resolved on priority
• Ensure proper communication and constant adoption of new features / releases done
• Testing of new / improved product releases / features
• Working with the product managers and software testers to ensure new releases are in line with requirements and processes of customers.

Qualifications

• Communications or Marketing Degree.
• A minimum of 4 years experience in the same role or something related
• Highly organized and able to multi-task.
• Self-driven and proactive nature.
• Excellent communication and interpersonal skills.
• Demonstrate leadership qualities.
• High computer literacy and ability to learn new software.
• Knowledge of customer success processes.
• Experience in document creation.
• Patient and active listener.
• Passion for service.

What We Offer

• Growth
• Good working condition
• Equal Opportunity
• Exchange ideas and meet colleagues from different teams in our active squads.