Customer Success Associates

at Integrated HR Care Company Limited
Location Mwanza, Tanzania, United Republic of
Date Posted November 6, 2021
Category Customer Service
Management
Job Type Full-time
Currency TZS

Description

Description

Job Brief
As the Customer Success Lead, you will work directly with some of our largest and most strategic enterprise customers throughout the entire customer lifecycle, as well as provide coaching and mentorship to a team of Customer Success Managers. This is a hybrid role that will require frequent multi-tasking between management, technical, business, strategic, marketing, and planning activities. You will be expected to drive results that tie back to strategic business goals for your accounts, your team’s goals, as well as Ideal.

Key responsibilities
• Lead, coach and empower the customer success team to be successful in their roles
• Manage a book of enterprise accounts
• Assist team with executing growth and optimization strategies for our customers
• Ensure execution of customer journey touchpoints, including onboarding, business reviews, retention, upsells and other opportunities
• Coach team on customer success best practices
• Collaborate with cross-functional teams to ensure visibility and alignment
• Oversee escalations for assigned accounts and team’s accounts
• Work with Product to prioritize customer features and requests
• Foster a positive team culture and participate in team development including hiring, onboarding, career development and performance management

Attributes

  1. Develops Healthy Customer Relationship
  2. Enhances Customer Training
  3. Evaluates and Analyzes Customer Needs
  4. Builds Trust and Transparency with Clients
  5. Onboards New Clients
  6. Acts as a Customer Advocate
  7. Encourages Customers to Upgrade their Products
  8. Promotes Customer Loyalty

Qualifications
• 3+ years of experience in leading customer-facing organizations
• Ability to manage influence through persuasion, negotiation, and consensus building
• Ideally combined background of post-sale and sales experience
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Excellent communication and presentation skills
• Relevant Bachelor’s degree; preference for computer science, Business or related degrees