Customer Success Manager Job in Kenya

Customer

Success Manager-JD

 
Duma Works is recruiting a Customer Success Manager for one of our clients. The

company is an International Foundation that helps the poor and organizations

that work with the poor to develop reliable financial tools to create

businesses.

Location: Nairobi

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%.

• 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

• Bachelor
  
  degree in a relevant discipline (i.e. Business, Economics, Finance,
  
  Computing, Engineering)


• 5
  
  + years of experience successfully managing customer implementations

• A
  
  technical background, with preference given to on-line software (SaaS)
  
  products


• Experience
  
  with Salesforce.com 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

apply@dumaworks.com 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: 25th April 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.