Customer Success Specialist at Vencru Nigeria Ltd

• In this role, you'll play a pivotal role in ensuring our customers achieve success with Vencru.
• You'll be involved in all stages of the customer journey, from initial contact to ongoing support and advocacy.

Responsibilities:

Customer Success & Retention:

• Be a product expert, prepared to train customers on new and existing features through engaging presentations and demonstrations.
• Proactively engage with customers to drive product adoption, identify upsell opportunities, and gather valuable feedback.
• Provide exceptional customer support via phone calls and other channels, promptly addressing inquiries and resolving issues.
• Foster strong customer relationships to build loyalty and maximize customer lifetime value.

Customer Acquisition & Onboarding:

• Convert inbound leads (including those generated through cold emailing outreach) by effectively communicating Vencru's value proposition.
• Develop and execute comprehensive onboarding plans, including hosting webinars and demos, to ensure a smooth customer transition.
• Collaborate with the Sales team to convert template leads into paying customers.

Continuous Improvement:

• Collect, analyze, and leverage customer feedback and insights to contribute to ongoing product enhancements and refine customer success strategies.
• Maintain meticulous records of customer interactions and support cases for future reference.

Collaboration & Growth:

• Build knowledge of customer stories, onboarding plans, success plans, competitive landscape, and identity and access management (IAM) best practices to support overall business success.
• Actively support and participate in business development initiatives and process development.
• Collaborate effectively with cross-functional teams

Requirements:

• A minimum of 2-3 years of experience in customer service. (Sales or solution consulting capacity in a SaaS organization is an asset)
• A Bachelor's degree in Business Administration, Accounting, Finance, Sales and/or Marketing, Computer Science or a related field
• A passion to serve the customer by learning how to communicate complex ideas and solutions to their business challenges.
• History of delivering compelling presentations and being a trusted advisor.
• Active and thoughtful listener, able to learn from others and leverage feedback.
• Ability to multitask and be solution-based in a client-facing environment
• Passionate for a career in technology.