Performance Management Specialist at Decagon

Job Summary

• We are looking for a performance management leader who will be responsible for driving high performance across our engineering teams, as well as client success.

Mission

• Set objectives and define clear standards for success by proactively collecting internal and external feedback and converting the feedback into data points for process and performance improvement.

Position Description

• Managing client expectations, as well as improving engineer output to ensure client satisfaction, retention and overall success.
• On-board clients on Decagon products and services to facilitate optimal performance upon resumption.
• Take clients through the shortest path to value so that they can get ROI (Return on Investment) as soon as possible. 
• Prepare and onboard Decagon Engineers for the work environment based on general best-practice and specific client expectations.
• Drive effective periodic performance evaluation of Decagon engineers working with clients.
• Coordinate with the relevant stakeholders, to ensure that Decagon engineers working with clients are given sufficient and effective performance management & mentorship. 
• Build strong, long-term relationships with clients by staying in constant communication and efficiently resolving issues with alternate solutions tailored to individual needs, and continually delight them with a positive, client-centric attitude. 
• Review client complaints and concerns and seek to improve all aspects of the client experience with the company. Serve as the primary interface to manage and resolve any critical situations raised by clients.
• Prepare periodic client satisfaction reports to educate internal stakeholders on how our clients feel, and give recommendations to improve overall client satisfaction. Provide insights and relay the voice of the client with internal teams, including Sales, Marketing, Product, Training/ Program, Finance, Engineering Services, People Management, etc.
• Be a client advocate while capturing client feedback and reporting requests to Product Management and Engineering.
• Maintain a detailed understanding of our product and services, and assist clients with questions and suggest the best product for their needs.
• Work with clients to ensure they are leveraging our products, services, and engineers effectively and finding value in our services. Drive essential activities that ensure client satisfaction, account renewal, and account growth.
• Develop and share best practices with internal teams to continually improve the quality, effectiveness, and efficiency of our processes, that have an impact on client satisfaction. Advice on policies and procedures that optimize the client experience.
• Ultimately will be responsible for ensuring strong adoption and retention throughout the client’s lifetime. 

Qualifications & Skill Sets

• BSc or MSc in Business Administration, Human Resource Management or any related field. 
• Leadership - You will take on a leadership role for the Client Success team. You will help build & nurture the team to ensure goals are met and clients are satisfied. 
• Performance Management/ Account management experience (preferably for a tech outsourcing firm).
• Experience working with senior and executive-level client contacts is desirable.
• Proven ability to maintain highly valuable and outcome-based relationships with a diverse client account base. 
• Deep understanding of clients' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed. Ability to build credibility and trust by understanding and addressing client requirements.
• Exceptional ability to communicate and foster positive business relationships.
• Excellent written, verbal, presentation and phone communication skills, with the ability to adapt conversations for technical and non-technical audiences.
• Must be tactful & skilled in crisis management.
• Demonstrated ability and desire to work and excel in a fast-paced environment.
• Excellent multitasking and project management skills.
• High Emotional Intelligence - Must be empathetic and patient with clients and Engineers.
• Basic knowledge of Scrum processes (preferred). 

Preferred Years of Experience:

• 5 years of experience working in a Performance management role (preferably for an IT outsourcing firm). 

Benefits of Working at Decagon

• Decagon offers an energized, upbeat environment that strongly fosters employee work-life balance.
• A work culture that rewards goal-oriented professionals who enjoy meeting challenges head-on.
• Great/flexible work culture - as long as you get the work done.
• Amazing personal growth experience - at one of the fastest-growing start-ups in Nigeria.
• Pension and health plan.
• Working with a motivated and talented team.
• More importantly, an opportunity to transform the Software Engineering ecosystem in Nigeria and beyond.