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1 month ago

Job Summary

Working as part of a growing African team, the Customer Success Manager (CSM) is responsible for managing and nurturing customer relationships to ensure they achieve their desired outcomes with our products/services. As a CSM, you will act as the main point of contact for customers, guiding them through onboarding, adoption, and beyond to help maximize the value of their investment. You will play a key role in driving customer satisfaction, retention, and growth by proactively engaging with customers, identifying opportunities for upselling, and collaborating closely with internal teams to resolve issues.

  • Minimum Qualification : Degree
  • Experience Level : Senior level
  • Experience Length : 5 years

Job Description/Requirements

Responsibilities/Requirement:

Customer Onboarding and Training

  • Facilitate the onboarding process for new customers, helping them understand how to utilize our products/services effectively.
  • Conduct training sessions, product demonstrations, and workshops tailored to the customer’s unique needs and use cases.
  • Develop personalized success plans with key milestones to ensure a smooth transition from setup to full adoption.


Account Management and Customer Engagement:

  • Serve as the primary point of contact for customers, addressing questions, providing guidance, and offering strategic insights.
  • Build and maintain strong relationships with key stakeholders to ensure high customer satisfaction and retention.
  • Conduct regular check-ins, business reviews, and performance evaluations to keep customers engaged and aligned with their goals.


Proactive Support and Issue Resolution:

  • Proactively monitor customer health metrics, and satisfaction scores to identify potential risks.
  • Collaborate with support teams to troubleshoot and resolve customer issues in a timely manner, ensuring a seamless experience.
  • Act as a customer advocate by providing feedback to product, sales, and support teams, helping to improve the product and customer experience.


Customer Growth and Renewal:

  • Identify and nurture upsell and cross-sell opportunities by demonstrating additional features or services that could benefit the customer.
  • Drive renewals by ensuring customers realize the value of the product/service and are aligned with their business goals.
  • Prepare and present renewal proposals, ROI analyses, and impact reports to key stakeholders to reinforce value.


Internal Collaboration and Process Improvement

  • Partner with cross-functional teams, including Sales, Delivery, and Marketing, to ensure customers receive a cohesive and integrated experience.
  • Contribute to the development of resources, documentation, and best practices to enhance the customer journey and streamline processes.
  • Provide insights to the Product team regarding customer needs, feature requests, and potential areas for improvement.


Requirements:

  • Bachelor degree in Business Administration / Technical Related Field or equivalent.
  • 5+ years proven experience as a Customer Success, Account Manager, or a related customer-facing role, preferably within a SaaS or technology company.
  • Strong understanding of the Technology/Cybersecurity Industry
  • Customer Centric Mindset. Deep understanding of customer needs and a commitment to helping customers achieve their goals
  • Excellent communication and interpersonal skills.
  • Proven ability to manage multiple projects and clients simultaneously.
  • Results-oriented with a focus on achieving targets and goals.




Salary Range: Attractive

Employment Type: Full Time

Location: Accra 

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