Duma
Works is recruiting a Customer
Success Manager for
one of our clients.
The
company is an International Foundation that helps the poor and organisations
that work with the poor to develop reliable financial tools to create
businesses.
Location: Nairobi
You believe that technology can enable social businesses and non-profits to improve their programs and better serve their beneficiaries.
Location: Nairobi
You believe that technology can enable social businesses and non-profits to improve their programs and better serve their beneficiaries.
If you
love software, love customers, and are prepared to go the extra mile to help
them succeed – you’ll enjoy being part of the company’s team
As the Customer Success Manager, you will be responsible for managing new and existing customers – providing assistance during initial implementation and guiding them towards success.
As the Customer Success Manager, you will be responsible for managing new and existing customers – providing assistance during initial implementation and guiding them towards success.
You
will use the company’s methodology to shorten the time cycle for them to
maximize the value of the product. Your end goal is customer retention and
building our renewal business.
Furthermore,
you will improve on the Customer Success methodology and work closely with
Sales, Marketing, and Customer Support teams to ensure our business processes
align themselves with ensuring customer success.
The Customer Success Lead will be expected to work a standard work week of 40 hours.
The Customer Success Lead will be expected to work a standard work week of 40 hours.
The
position may require domestic and international travel of up to 25%.
Essential Job Functions
Essential Job Functions
- Own
subscription renewals for a given territory of existing and new accounts
- Help
customers define their success criteria and their success metrics
- On-board
new accounts and ensure a successful implementation while shortening
time-to-value
- Develop
customer success plans and ensure that customers take ownership to achieve
success
- Develop
deep and broad relationships within your accounts portfolio
- Track
& monitor account status and identify risks for renewal
- Ensure
any account issues are resolved quickly; Develop action plans and
follow through to eliminate risks
- Act
as a customer advocate by identifying shortcomings in our product or
service and communicate internally with the rest of the team in support,
sales, marketing and product
- Develop
a deep understanding of our product and its roadmap, and help customers
understand how the company addresses their specific business needs.
Educate customers on the value they can derive from the company
- Work
with customers to measure the operational impact of the company on their
operations and the social impact on their beneficiaries
- Collaborate
frequently with Sales, Marketing, Product, and Customer Support teams to
ensure success across the Customer life cycle
- Identify
and manage opportunities for accounts expansion and add-on professional
services
- Performs
other duties as assigned.
Required
Knowledge, Skills, and Abilities
- Deep
commitment to eradication of poverty and alignment with the company’s
mission
- Previous
experience managing key client accounts
- Proven
experience in customer retention and managing a pipeline of renewal
opportunities
- Proven
ability to build strong relationships with customers at multiple levels of
the organization, including the C level
- Great
communication and account management skills
- Be
comfortable with developing and be able to articulate ROI measurement
- Strong
organizational skills with the ability to manage multiple projects
simultaneously
- Strong
interest in ICT4D
- Strong
business acumen
Education
and Experience
- Bachelor
degree in a relevant discipline (i.e. Business, Economics, Finance,
Computing, Engineering)
- 5
+ years of experience successfully managing customer implementations
Optional
Skills
- A
technical background, with preference given to on-line software (SaaS)
products
- Experience
with Salesforce.com a plus
Apply
The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
Reasonable
accommodations may be made in appropriate circumstances to enable qualified
individuals with disabilities to perform the essential functions of this job.
Applications letters and detailed CV are to be sent by email to apply@dumaworks.com marking the subject as “ 2178”, Your Full name & Phone number e.g. 2178, Barack Obama, 07xxxxxxxxx.
Applications letters and detailed CV are to be sent by email to apply@dumaworks.com marking the subject as “ 2178”, Your Full name & Phone number e.g. 2178, Barack Obama, 07xxxxxxxxx.
Deadline for receiving applications: 15th August 2016
N.B.* When applying to any job through Duma Works, you can expect that after you apply, you will receive a confirmation email, and then an SMS alert asking you to take a basic screening test over SMS. The SMS with the test may not arrive immediately. Please be patient. The SMS test will typically be 5-8 questions to help us understand your background. Regular SMS rates apply to the test, and if you ever have any issues with the process, please reach out to 0702093793.
If you apply and don’t meet these minimum qualifications, we won’t be able to forward your application to the employer. This is to save both you and the employer time and make sure you both find the best match.