Customer Success Manager at

1 month ago

Nairobi, Nairobi Area, Kenya Sistema Biobolsa Full time

Sistema Biobolsa is a system that converts animal manure into biogas and a powerful natural fertilizer. By inputting manure into the system daily, you can enhance your farm activities, boost energy security, and help the environment.

Transforming animal manure into a valuable resource offers an enhanced quality of life.Your role at Customer Success Manager aims to guarantee the successful adoption, usage, and satisfaction of the company's products and services by clients. You will ensure adherence to SLA agreements, establish customer care systems, reporting structures, processes, and training. The CSM will assist local teams in fostering strong customer relationships and collaborate with other departments to enhance the overall customer experience and value.
Your responsibilities include:
- Managing global customer satisfaction and adoption- Monitoring and supporting after-sales service capacity- Developing, implementing, and overseeing call center operations- Building and supporting local and global CC teams- Enhancing the customer journey- Compiling knowledge and training resources such as FAQs, tutorials, manuals, and troubleshooting guides- Tracking, measuring, and reporting vital customer care performance metrics- Collaborating with various departments to maximize customer valueKey qualifications:
- Bachelor's degree in Business Administration, Marketing, Communications, or related fields; a master's degree is a bonus- Over 5 years of professional experience- More than 3 years of customer care experience involving management, development, or implementation of customer care systems- Preferably, experience in a call center environment is highly valued- Extensive Project Management experience across different countries and departments- Strong communication and problem-solving abilities- Proficiency in Salesforce and other CRM tools- Fluency in Spanish is an advantage- Enthusiasm for customer care and service- Proven ability to collaborate and maintain strong relationships with diverse stakeholders- Proactive, high-performance, hands-on approach- Able to work effectively in a multicultural team

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