Job Vacancies at GUS Consulting Ltd

THE ROLE

In this role you will be responsible for building out a robust, Customer Success Program, including finding innovative ways to accomplish identified outcomes.

You will own the post-sale customer journey, including onboarding and training, technical support, referral requests, and cross-selling new products or functionality into our existing customer base.

While we have had great customer support and retention thus far, you will be in a position to make a big impact moving forward, carrying the torch and upholding the standards of service for hundreds of Terragons customers.

• Onboarding and training
• Oversee our primary contacts for the onboarding of new customers, training of platform endusers.
• Oversee completion of customer needs and/or management of contractors and outsourced resources to perform work.
• Oversee management of the knowledge base, addition of new articles as needed and ensuring everything is up-to-date and accurate.
• Become a subject matter expert on our technology, and clearly articulate its value in writing, over the phone dialog, and at the occasional in-person industry event.

Support and retention

• Deepen our customer retention support by preparing the strategy and program for this while working closely with the commercial team to roll this out
• Oversee providing exceptional customer support within established SLA guidelines, track and report out related metrics.
• Oversee management of the long-term health of the customer base by identifying and pre-empting areas of risk or concern; drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed by extracting the most value from our SaaS tools.
• Understand customer sentiment and outcomes by communicating, defining and tracking health metrics, run NPS and gather other feedback.
• Oversee maintenance of a cadence of communicating with customers about needs and adoption trends via surveys and other tools, and educating them via their preferred channel of communication.

Sales and product

• Represent the voice of the customer to provide input into every core product, marketing and sales process.
• Collaborate with the engineering and product development team to troubleshoot technical issues raised by customers.
• Curate the forums, utilize surveys and webinars to determine what feature requests are most needed, and advocate for them on the product team.
• Collaborate closely with sales to drive opportunities.

 WHO WE’RE LOOKING FOR

• You are passionate about tech products & services and what it can accomplish. (Bonus: you understand the challenges our ideal clients face and are excited to be of service to this market.) In addition:
• You have 5+ years of experience in a similar role, 3+ of which should be from a SaaS company.
• You have a high level of attention to detail, and accuracy matters to you.
• You are empathetic and have a real desire to help our customers reach their goals.
• You have good taste: not necessarily a design background, but you know what good looks like (or simply how to rectify bad content, and teach clients good vs bad).
• You can get excited about helping our users get the most out of our tools – including giving tough love when they are using them incorrectly.
• You are driven, self-motivated, enthusiastic, have a “can do” attitude and a results-driven mentality with a bias for speed and action (while not missing the details!)
• You have excellent communication and interpersonal skills, and are able to be flexible and operate effectively with uncertainty and change.
• Bonus: you have a good understanding of marketing and martech solutions, and you have great experience with CRM systems such as Hubspot, Salesforce, Zoho, etc., 
• You’re just as happy getting your hands dirty with implementation work as you are building out high-level systems/processes, and managing a large team

 WHAT YOU’LL ENJOY

• Salary Range: Very attractive
• Health Insurance
• Hybrid work (In-office and WFH)
• Leave allowance

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Job Profile

As a Sales & Account Manager, a typical day might include the following:

• Target revenue generation through Marketing Campaigns and Connected events from your vertical FSI/ FMCG / Consumer Business/ Retail / Health Care / Technology 
• Prospect, Forecast and develop annual sales quotas for industry sectors, projecting expected sales volume and profit for existing and new products/platforms.
• Identify, manage, supervise, and train resellers, associations, agents with an objective to penetrate the SMB market in Nigeria for respective verticals.
• Understand and monitor the competitive landscape and market trends.
• Analyze pipeline and lead data, deliver periodic reporting to the leadership team providing key business insights: Demand Generation, Pipeline Forecast and Trends, Conversion Rates, Target Account, Market Segmentation, Win/Loss etc.
• Allocate at least 60% of time prospecting new customers and 40% of time on existing deal closure
• Ensure every client interaction is ethical and build profitable long-term relationships.
• Adopt a consultative selling approach for accounts directly managed under each vertical
• Provide recommendations to leadership team to improve performance in territory and market.
• Cultivate relationships with all new and assigned accounts to expand product penetration.
• Establishing and managing senior relationships within all the major brands and agencies.
• Build, file and update territory account plans and strategies for each target account.
• Work closely with internal partners to facilitate information gathering and match that to the prospects needs through multiple in person, social and professional engagements.
• Set up a system to track and monitor sales progress and execution of key new business projects to ensure timely new business revenues.
• Leverage and translate market trend data, consumer insights, & regional field intelligence into a tactical sales execution strategy for the team.

You’d be a good fit if you have:

• A first degree in any discipline
• An MBA or a master’s degree in any related field is preferred.
• Aggressive and innovative executer with GTM (Go to Market experience) 

Sales & Account Manager                                                                         

• Relevant professional certifications
• Minimum 5 years of experience working in a Mid-level Business Development/ Account Management role.
• Direct experience in managing SMB segments in Banks and fintech’s, Mobile companies, system integrators, advertising technology, Consultancies and Software companies.
• Managed indirect sales channels for the SMB market in Nigeria
• Strong critical thinker with demonstrated problem-solving abilities in a professional setting
• Ability to rapidly assess, analyze and resolve complicated issues, and distill that complexity into simple and concise communication
• Track record of operating independently, demonstrating creativity, being detail-oriented, and delivering results in a highly organized manner
• Excellent communication and project management skills
• Excellent quantitative and analytical skills
• Strong written and oral communication skills.
• Strong agency relationships
• Planning and organization skills
• Strong knowledge of sales operations and digital technology solutions
• Relationship Management
• Business Analysis
• Excellent time management and organizational skills