Customer Success Associate

We are a company who strives to achieve continuous innovation for the digital commerce space through speed and security. A purchase decision for a user should be the easiest activity in their day-to-day lives as they have so many more important things to take care of, and that’s what we pride ourselves on.

We are the place for you if

You are a dynamic individual who is truly passionate about making a constant difference in your customers’ lives. You are also an individual who is never afraid to challenge the status quo, especially when you know or believe that there are better ways of carrying out activities. Lastly, you are an individual who is always keen on expanding their skills, regardless of the role.

About the Job

You are a data-driven decision maker and are passionate about building effective business intelligence strategies from data exploration and analysis. You are also a creative thinker, fast learner, a strong communicator and always ready to start the conversation with your own team and across other teams.

All skilled individuals, irrespective of their education qualification, are welcome to apply for this role.

Basic Requirements

• 1+ years of experience
• Data Analytics experience
• CRM and Project Management software experience
• Based in Lagos State

Basic Requirements

• 1-2 Years of experience in Customer Success including but not limited to generating and building relationships with leads, activating/onboarding converted customers and support through issue management and escalation.
• Experience in effective communication strategies towards new, existing and churned users.
• Knowledge and practice of SQL, Tableau or Microsoft Power BI highly preferred. If you have worked with Python or R for customer statistical analysis and business intelligence gathering, will be a strong contender as well.
• Knowledge of popular CRM tools including but not limited to Intercom, Salesforce, Sprout Social, Zendesk, Freshworks, Zoho, Hubspot etc.
• Experience working with Jira or a similar project management software for tasks and issue management.
• Preferably already based in Lagos State.

Personal Traits:

• People-Person
• Strong Communicator
• Understanding that the customer is always right
• Calm in the face of a storm

Responsibilities

• Working with data to build insights into consumer trends, behavior and expectations.
• Act as the central point of interaction between Sales, Marketing, Product and Engineering.
• Handling day-to-day customer communication responsibilities from first contact to issue escalation, tracking and ultimate resolution.
• Working closely with the Customer Success and Product Managers to build retention strategies.
• Responsible for carrying out NPS, CSAT and CES Surveys to gain valuable product and customer experience feedback.
• Liaise with Marketing and Product to create Customer Success Content using Email, Mobile Push, In-app etc. to drive Successful User Onboarding.
• Build Continuous Improvement strategies in collaboration with the CS Manager to achieve scalability.
• Conduct some Initial UX Research in collaboration with Product.