Skip to main content

Customer Success Lead Job in Kenya - 2015

By





Vacancy: Customer Success Lead

Reports to: Group Manager, Product and Professional Services


Location: TBD


Experience: Expert


Hours: Full Time


Duma Works is recruiting a Customer Success Lead, for one of our clients


Job Summary:  You believe that technology can enable social businesses and non-profits to improve their programs and better serve their beneficiaries. 




You believe that data has the power to help solve the world’s most complex problems and can contribute to alleviating poverty.  




As the Customer Success Lead, you will be responsible for managing new and existing customers – providing assistance during initial implementation and guiding them towards success. 



You will use the company’s  methodology to shorten the time cycle for them to maximize the value of the product. Your end goal is customer retention and building our renewal business.  



Furthermore, you will improve on the Customer Success methodology and work closely with Sales, Marketing, and Customer Support teams to ensure our business processes align themselves with ensuring customer success.
 
Reporting and relationships:  The Customer Success Lead will report to Group Manager, Product and Professional Services.

Availability: The Customer Success Lead will be expected to work a standard work week of 40 hours. The position may require domestic and international travel of up to 25%.


Essential Job Functions



  • Own subscription renewals for a given territory of existing and new accounts

  • Help customers define their success criteria and their success metrics

  • Onboard new accounts and ensure a successful implementation while shortening time-to-value

  • Develop customer success plans and ensure that customers take ownership to achieve success

  • Develop deep and broad relationships within your accounts portfolio

  • Track & monitor account status and identify risks for renewal

  • Ensure any account issues are resolved quickly;  Develop action plans and follow through to eliminate risks

  • Act as a customer advocate by identifying shortcomings in our product or service and communicate internally with the rest of the team in support, sales, marketing and product

  • Develop a deep understanding of our product and its roadmap, and help customers understand how the company addresses their specific business needs. Educate customers on the value they can derive from the company.

  • Work with customers to measure the operational impact of the company on their operations and the social impact on their beneficiaries

  • Collaborate frequently with Sales, Marketing, Product, and Customer Support teams to ensure success across the Customer lifecycle

  • Identify and manage opportunities for accounts expansion and add-on professional services

  • Performs other duties as assigned.


Required Knowledge, Skills, and Abilities


  • Deep commitment to eradication of poverty

  • Proven experience in customer retention and managing a pipeline of renewal opportunities

  • Proven ability to build strong relationships with customers at multiple levels of the organization, including the C level

  • Great communication and account management skills

  • Strong technical background, with preference given to online software (SaaS) products

  • Be comfortable with developing and be able to articulate ROI measurement

  • Strong organizational skills with the ability to manage multiple projects simultaneously

  • Experience with Salesforce.com a plus

  • Strong interest in ICT4D

  • Strong business acumen


Education and Experience


  • Bachelor degree in a relevant discipline (i.e. Business, Economics, Finance, Computing, Engineering)

  • 3-5 years of experience successfully managing customer implementations


Additional Comment

The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.  




Reasonable accommodations may be made in appropriate circumstances to enable qualified individuals with disabilities to perform the essential functions of this job.

Only those candidates who meet the above mentioned qualifications should submit their resumes to  apply@dumaworks.com with the subject line consisting of Customer Success Lead 1709, your NAME and PHONE NUMBER.






Comments

Post a Comment