Customer Success Manager

Customer Success Manager, Lending

Work with the best minds in the Perfios International team.

Job base location- Nairobi, Kenya

About :
We help remodelling processes in the Banking and Insurance Industry by

automating data aggregation, cleansing and analysis. We have created a large

portfolio of products that consume data from multiple sources; clean and curate the

data; analyse it; and provide specific insights that are used in both the Lending and

Insurance companies to make critical decisions. We are expanding across

geographies and growing at an immense rate.

Expectations
: We are seeking a highly self-motivated and detail-oriented Customer Success

Manager to join our team in Nairobi, Kenya. Perfios has a presence across multiple

countries in the African region, including Kenya, Uganda, Mauritius, etc., with active

expansion plans for other countries in South and East Africa. The incumbent will be

handling client engagements across these countries.

This role is a unique blend of project management, business analysis, and customer

success, requiring a versatile individual with strong communication and analytical

skills.

Customer Success (40%):

●Develop deep functional know-how on Perfios suite of products

●Ensure successful onboarding of new customers

●Educate newly onboarded customers on functional aspects of the products

●Develop and deliver training materials and presentations to clients

●Analyse client data to identify insights, and opportunities for improvement.

●Cultivate strategy based on products owned and adoption issues

●Contact clients, identify and perform assessments and create action plans

to improve product usage. These should identify and include:

○Upsell Opportunities

○Educational Needs

●Assessments & Action Plan Executive Summary

●Consistent client engagement to execute action plan

Business Analysis (40%)

●Gather and analyse business requirements from clients, understanding their

needs and translating them into actionable specifications.

●Collaborate with the product team to ensure solutions meet client

requirements.

●Create and maintain documentation, including user stories, business

requirement documents, and business proposals.

Project Management (20%)

●Lead and manage the implementation of our lending and digital solutions,

ensuring projects are delivered on time.

●Develop and maintain project plans, timelines, and resource allocation.

●Coordinate with internal teams (e.g., product, engineering) and external

stakeholders to ensure seamless project execution.

●Proactively identify and mitigate project risks and issues.

●Track project progress and report regularly to stakeholders.

Skillset

Must-have -
Sense of humour and the ability to find joy in work.

Must-have
- A go-getter attitude and high self-motivation

Must-have
- A strong customer-centric approach

Must-have -
A strong sense of purpose and commitment to making a meaningful contribution.

Must-have -
Comfortable with number crunching

Must-have -
Strong Project Management skills, including experience managing complex projects. Ability to manage multiple projects simultaneously.

Must-have -
Exposure to the Lending Industry (underwriting OR loan

digitisation)

Must-have -
Excellent Business Analysis skills, with the ability to gather and analyse requirements, and prepare Business Requirement Documents (BRD)

Must-have -
Speak fluently in English with excellent verbal and written communication skills.

Must-have -
Ability to engage clients in direct interaction.

Must-have -
Be motivated and ambitious to pursue work without the help or prompting from others.

Good-to-have -
Understanding of API and Technology

Experience
- 8+ years of total experience in Underwriting / Loan Digitisation in a Banking or

Fintech environment with Project Management know-how. You must have experience in a customer facing role.

Note:
This is not a Software Development role. So, developers need not apply.