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Customer Success ManagerWillers Solutions

LagosNigeria
5 days0 Applicants
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Salary:800,000.00 (monthly)

job description - Customer Success Manager

Responsibilities

  • Prepare necessary documentation/visuals for client to demonstrate performance of products/services; analyze trends in C-Sat/NPS scores to identify areas of improvement
  • Support Head of Customer Success/PMO to Conduct Health checks and Quarterly Business Reviews.
  • Direct the customer success department and ensure that goals of customer engagement and satisfaction as well as referrals are met on time and on target
  • Support Sales teams with renewals and identifying upselling and cross selling opportunities through data driven insights to drive Customer growth and retention
  • Monitor Jira Service desk support and issue requests and ensure issues are resolved within agreed SLAs
  • Manage the relationship with the client and all stakeholders
  • Maintain existing customer success metrics and data as directed.

Requirements

  • Bachelor's Degree in appropriate field of study or equivalent work experience
  • Must have 4-6 years of experience in IT marketing, sales, account management, project management or customer success
  • Strong verbal and written communication, strategic planning, and project management skills
  • Analytical and process-oriented mindset
  • Comfortable working across multiple departments in a deadline-driven environment
  • Project Management Professional (PMP) / PRINCE II certification is a plus
  • Proven ability to solve problems creatively
  • Strong interpersonal skills and extremely resourceful
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