Role Description
- Develop and maintain strong, long-lasting client relationships to enhance trust and satisfaction, acting as the primary point of contact for assigned accounts.
- Lead onboarding, implementation, and training processes to ensure seamless adoption and use of products and services.
- Create and execute customer success strategies aimed at maximizing customer lifetime value, reducing churn, and increasing product adoption and satisfaction.
- Establish yourself as a trusted advisor to clients, guiding them in realizing continued value from our offerings and helping them achieve their objectives.
- Track, analyze, and report on fulfillment metrics and customer success KPIs to inform continuous improvement efforts.
- Foster cross-functional collaboration to ensure that client needs are met across departments, especially with fulfillment teams for timely and accurate deliverables.
- Salary range between a gross of 60,000 – 80,000 Kes.
Qualifications
- Bachelor’s degree in business, Marketing, Communications, or a related field.
- Candidates with prior bank experience in customer relationship management are encouraged to apply.
- Familiarity with CRM tools, project management software, and popular content management systems.
- Prior experience in managing fulfillment tracking processes and liaising with operations or fulfillment teams.
Required Skills and Qualifications
- 3+ years’ experience in customer success, client relationship management, or a similar role in a fast-paced, multi-functional environment.
- Excellent communication skills, with a strategic mindset and the ability to clearly articulate value and convey complex ideas effectively.
- Experience in client retention strategies, identifying churn risks, and implementing proactive solutions to enhance client satisfaction.
- Proficiency with customer success metrics, data analysis, and reporting tools.
- Proven experience in upselling and cross-selling, with a track record of meeting or exceeding revenue targets.
- Strong collaboration skills, with the ability to work effectively across multiple departments and manage tight deadlines.
