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Customer Success Specialist at FlexiSAF, Lagos, Nigeria

Responsibilities

• Manage a portfolio of customer accounts, developing strong, collaborative relationships to understand their unique needs intimately, challenges, and goals.
• Proactively engage with customers, acting as a trusted advisor and advocate. Identify opportunities to optimize their product usage and ensure their continued satisfaction.
• Deliver exceptional onboarding and training experiences, and equip customers with the knowledge and skills to leverage our products effectively.
• Implement proactive customer health checks to identify potential churn risks and develop data-driven strategies for retention.
• Collaborate with the sales team to identify upsell and cross-sell opportunities, aligning solutions with evolving customer needs. Additionally, leverage your strong sales skills to close new sales leads discovered during customer interactions.
• Conduct impactful product demos, showcasing the full potential of our offerings and addressing specific customer pain points.
• Cultivate key stakeholder relationships – both internally across departments and externally with client contacts – to champion customer success and drive strategic alignment.
• Possess a deep understanding of FlexiSAF’s products and services, staying current on the latest features and updates to communicate their value proposition effectively.
• Serve as the customer’s voice within the company. Gather and analyze customer feedback, identify trends, and advocate for product improvements based on user insights.
• Utilize CRM software and other customer management tools to maintain accurate and up-to-date customer records, interactions, and feedback.
• Continuously develop your knowledge and expertise by staying abreast of industry trends, customer success best practices, and advancements in educational technology.

Requirements

• Bachelor’s degree in a relevant field (Education, Business, Computer Science, etc.) or equivalent work experience.
• Minimum 3-4 years of experience in a customer success, account management, or related role.
• Proven track record of exceeding customer satisfaction metrics and driving customer retention.
• Strong sales skills and a demonstrably successful ability to upsell, cross-sell, and close new sales leads.
• Excellent presentation and communication skills, with the ability to tailor your approach to diverse audiences.
• Proficiency in CRM software and other customer management tools.
• Ability to build strong relationships and navigate complex client environments.
• Excellent time management and prioritization skills to juggle multiple customer needs.
• Strong analytical thinking and problem-solving abilities.
• A passion for learning and continuous improvement within a dynamic environment.