Client Relationship Trainee

1 month ago

Nairobi, Kenya eProd Solutions Full time

ABOUT THE COMPANY

eProd, is a tested, proven farmer management solution for SME aggregators, such as cooperatives, traders, and food processors for agriculture and livestock, managing large numbers of suppliers. Some of the functionalities include: management of the geo-referenced supplier base, supplier contracts, field inspections, training, traceability, quality management and certification, collection routes, deliveries, payments, loans and advances, communication via SMS and email, management reports, etc. As such, eProd builds trust between the various market players. It is a big challenge for the tens of thousands of African agricultural commodity traders and food processors to source from the millions of small-scale farmers in Africa. eProd offers an affordable ERP to manage agricultural supply chains. It will assist buyers to organize buyers to register farmer and their fields, conduct field inspections, collections, traceability, payments., training programs, etc.

JOB SUMMARY

eProd Solutions, established in 2015, is an agricultural supply chain management consulting and AgTech ICT company that offers to over 100 clients – sourcing from about 350,000 smallholder farmers – in 20 developing countries a cloud-based Agricultural Supply Chain Management solution that assists with the management of integrated agro-output and agro-input markets in the agricultural sector. Its clients are food processors, commodity traders and farmer cooperatives sourcing from smallholder farmers to manage their daily operations. The system is ideal to manage efficiently large scale and complex farmer training programs. As a Trainee Clients Relations Officer (CRO). The six-months traineeship provides an opportunity to learn about all aspects of working in an agricultural technology company on client relations management. In order to maximize exposure, your main tasks are related to the support of the different teams and departments within the company: client technical support, product management, software development, marketing, project management as detailed in the Trainee CRO job description below.Successful candidates will be offered Client Relationship Officer (CRO) position after the Traineeship program.

RESPONSIBILITIES

Client Management (70% time)Support the supervising CRM (Client Relations Manager) with:Client intake process and database set up preparations to ensure smooth implementation within the set guidelines.Quality support services delivery to eProd (prospect) clients, including onsite training, online follow up sessions, scheduled client data health checks and define implementation plans to align with the client set targets throughout the customer journey.Responding timely to clients’ enquiries and requests.Communication to supervisors on issues identified and raised by the clients in time and in compliance with the internal policies and procedures.Coordination of the new software releases to the clients based on the versioning channels, monitoring and reporting weekly performance.Tracking client’s progress on set indicators on a weekly basis and prepare the progress reports at the end of the week.Following up on clients’ new feature requests, issues, or software bugs and required software developments that need attention.Any requests in client acquisition through sales pitches and eProd demonstrations.Anticipating the benefits, the new features could bring to the client and introduce them to the clients proactively.Preparing and attending client/project meetings to provide feedback and provide solutions/suggestions for implementation needs.Administrative Tasks (30% time)Support the CRM (Client Relations Manager) with:Maintaining up to management software (e.g. SuiteCRM, Jira).Reporting for periodic check in meetings.Training and coaching on the eProd ERP to ensure technical competence and high professional level in client relation management, training, back-end support and (Beta version) testing.Ensuring alignment and internalization of all CRM processes and procedures as outlined in SOPs and WIsUtilizing selected software applications (e.g. SuiteCRM, Jira) to manage all client engagement and reporting.Ensuring all tasks are updated in the CRM and prepare the weekly progress reports.Supporting constant improvements of the CRM Traineeship program to identify future CROs.Coordinating the necessary approvals prior to travel with your supervisor and submit budget, and submit travel report and account for Petty Cash post travel.Qualifications Bachelor’s degree in business information technology or similar discipline1 to 3 years relevant working is an assetStrong database (MySQL), Process Flow Diagrams (PFDs) and Object-Role Modelling (ORM) skillsWorking knowledge of cloud based systemsExperience in producing technical designs for software applications.Team player and effective communicatorInnovative and creative thinkerProficiency in English required (Additional proficiency in French and Portuguese preferred)Must be willing to travel up to 30% of the time in remote areas in Kenya and countries in Sub-Saharan Africa

REQUIRED SKILLS

Project management, Market research, intelligence, Project monitoring and evaluation (M&E), Competitor and market analysis, Relational databases (SQL), Testing and debugging, Database query languages (SQL, others), Customer support, CRM systems, Data analysis, Customer relations

REQUIRED EDUCATION

Bachelor's degree

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