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Customer Success Manager Job in Nairobi Kenya

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.


You believe that technology can enable social businesses and non-profits to improve their programs and better serve their beneficiaries. 

You believe that data has the power to help solve the world’s most complex problems and can contribute to alleviating poverty.  

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.

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 position may require domestic and international travel of up to 25%.

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 a plus

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 marking the subject as “ 2178”, Your Full name &  Phone number e.g. 2178, Barack Obama, 07xxxxxxxxx.

If you don’t follow these instructions, your application will not go through

Deadline for receiving applications: 15th August 2016

 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.

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