Customer Success Manager

New

Anonymous Employer

Job Summary

Do you have a passion for solving problems and relate well with people, are you talented at organizing and coaching teams? is looking for a versatile and talented individual to lead its Customer Success team, that individual should be charismatic and have a knack for analyzing and visualizing data, be exceptional at talking to customers and helping them solve their support problems. The Customer success manager is an individual who thinks creatively and analytically, he will be exposed to a lot of online and tools such as google for business, video conferencing, CRM, survey systems, knowledge management and task management systems.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 5 years

Job Description

  • Manage and coach a team of Level 1 & Level 2 Customer Success engineers
  • Conduct 1:1s and check-ins to drive quality, and provide weekly updates to team
  • Give visibility and manage the whole end to end process for incidents, requests, and escalations
  • Manage and generate reports and insights using Zendesk
  • Manage project and tasks using Jira
  • Show week over week improvement:
  • You will be measured by the quality and productivity of your teams on a weekly basis
  • You have to be comfortable with receiving daily feedback on the team’s performance and fix what is not working at the speed of light
  • Develop individual performance plans and achieve aggressive team goals
  • Collaborate with our Knowledge Base Team in the creation, management, and
  • dissemination of information
  • Be an active part of our growth and innovative strategies on new product imports and proof of concepts.
  • Coordinate team meeting and ensure compliance to Agile scrum and Kanban methodologies


Required Qualifications

  • Have a university degree (BSc , MSc or its equivalent) in either Computer Science, Computer
  • Engineering, Mathematics, Physics or Information Technology
  • 5+ years of experience managing a customer support team of 5 or more people
  • Experience using CRM tools such as Hubspot, spreadsheets etc to log and analyze
  • Experience using Ticketing systems such as Zendesk, Jira etc
  • Experience creating visual reports to make data-driven business decisions
  • Strong interpersonal and communication skills (both verbal and written)
  • Critical thinking skills, analytical and organized
  • Ability to travel when necessary to meet with customers and/or stakeholders and build business relationships
  • Excellent management and leadership skills
  • Ability to upsell business to existing contacts.

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