Customer Success Executive

2 weeks ago

Nairobi, Nairobi Area, Kenya Centiwise Full time 1,200,000 - 2,400,000 per year

Job Summary

You should be able to build strong customer relationships that promote retention and loyalty, ultimately improving customer lifetime value and reducing churn. Ensure all customers are successfully using the payment gateway service

Responsibilities


• Guide customers through the onboarding process, helping them set up and integrate the company's

products or services into their operations smoothly.


• Serve as the primary point of contact for customers, addressing their inquiries, resolving issues, and

providing timely assistance.


• Aid with the development and improvement of the product by gathering feedback to identify recurring

issues and addressing these with the product manager.


• Train customers on how to effectively use the products or services, ensuring they understand the full

range of features and capabilities available to them.


• Maintain excellent service standards, going above and beyond to ensure customer satisfaction and

retention


• Identify upselling and cross-selling opportunities based on the customer's needs and goals, contributing

to revenue growth.


• Review the customer journey, determine how it's supported, and use a consultative approach to help

clients overcome issues and achieve their goals


• Facilitate interaction and workflow among project team members, including third-party service providers,

to ensure timely deliverables


• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings


• Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS

scores to identify areas for improvement


• Work with sales and marketing teams to boost customer referrals and develop case studies

Qualifications


• Bachelor's degree in Business Administration, Marketing or equivalent


• At least three years of experience in Customer Success, Communications, Marketing, Sales or Account Management.


• Knowledge of CRM and project management tools


• Excellent interpersonal skills


• Active team player, self-starter, and multitasker who can quickly adjust priorities.

To submit your application, kindly send your CV to

with the subject line
Customer Success Executive

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