Customer Success Manager

nairobi cityKE

full-time

bachelor

5 months ago11/11/202312/11/2023

- closed

Job Description

R&Rs

  • Holding product platform training for internal staff and partners:  New features, migration and UATs for vital features 
  • Creating professional communication and training resources for the product platform users
  • Managing Customer Success relationship with Partnerships
  • Managing Customer Success relationship with Product teams 
  • Collecting and using customer satisfaction feedback on d.light's software products to improve Software products/ build product backlog
  • Managing new application products adoption by customers
  • Maintaining Product Knowledge Base 
  • Managing Customer Feedback <> Business Product build
  • Feature Request Management and Product Roadmap Collaboration
  • Promote value through customer experience 
  • Review customer complaints and concerns and seek to improve the customer experience 

KPIs

  • Net Promoter Score (NPS)
  • Customer support tickets resolution performance
  • Customer effort score
  • Customer satisfaction score.   

Desired Skills and Experience 

  • Proven work experience as a Customer Success Manager or similar role
  • Exceptional ability to communicate and foster positive business relationships
  • Technical skills required, as they relate to the use of the product or service 
  • Accountability and personal organization are essential
  • Experience in managing a diverse group and training each according to company standards

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