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Customer Care Job in Kenya

Position: Head of Customer Success

Job Description 


Qualifications
  • You have a proven track record of ensuring customer success (adoption, renewals, upsell)
  • You have managed high-growth accounts
  • You are empathetic and customer-centered, ensuring the customer comes first
  • You take initiative and are well organized
  • You are able to identify where process needs improvement and can create process where needed
  • You understand when to escalate customer-facing issues to other teams
  • You have strong written and verbal communication skills
  • 3-5 years experience as a Customer Success Manager
  • Interest or experience in health-tech (preferred)
Responsibilities
  • Closely manage an expanding portfolio of enterprise accounts
  • Be responsible for the ultimate success of ILARA Health customers, including onboarding, implementation, and renewal
  • Work closely with enterprise accounts to establish clear goals and milestones that you and the customer will be working towards
  • Ensure customer loyalty by nurturing long-term partnerships
  • Synthesize customer feedback and work with internal teams to respond to customer needs
  • Generate, maintain and share educational resources, trainings, and best practices
  • Bring additional value by encouraging deeper feature adoption by identifying opportunities for expansion
How To apply

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