Job Summary

This is a fantastic opportunity for a customer success manager who can work at a high level across the organization. You will be working with a world-class team of professionals who are passionate about what they do and will expect no less from you. Having an insatiable hunger for learning new methods, processes, and technologies and improving existing ones is critical. Passion to apply technology to meet the needs of smallholder farmers and tractor owners is an absolute must. If this is a good mutual fit, you will display a history of customer-centricity, detail- orientation and take great pride in timely delivery excellence. We are looking for people who are passionate about creating a great experience for our customers within and outside our mobile and web applications. Are you as comfortable liaising with farmers, mechanization service providers and tractor fleet owners? Are you meticulous about quickly resolving on the field issues of our customers? Are you entrepreneurial and driven by performance incentives? Then we need you!

  • Minimum Qualification: Degree
  • Experience Level: Senior level
  • Experience Length: 1 year

Job Description/Requirements

Company Overview
Our Client is a software company that connects tractor owners to smallholder farmers through an Internet-of- Things (IoT) digital solution by supporting improved management of tractor businesses, ensuring tractor owner success, while connecting farmers to affordable, mechanized services. Their solution begins with a low-cost hardware monitoring device that can be installed on any tractor, connecting it to the Hello Tractor cloud for remote data tracking and analytics. By expanding tractors’ serviceable geography, Hello Tractor enables owners to grow their business, providing employment opportunities for service providers and rural booking agents. By creating equitable access to tractor services, this enables smallholder farmers to earn more and grow more, improving livelihoods and food security for their families and communities.


Key Responsibilities
• Proactively manage key accounts, anticipating customer needs before they arise
• Fully understand the company’s value proposition, product offerings and customers’ value drivers and expected journeys
• Tailor regular engagements with customers to meet the needs of these value drivers
• Ensure first line of tech support, working directly with tech team to quickly resolve more complex issues
• Ensure frictionless customer onboarding within 24-hours of completed installation
• Work with Data, Product & Engineering teams to grow new business and drive in-account expansion / upsell opportunities that specifically address the needs of customers
• Work closely with Sales & Marketing teams to grow new business and drive account expansion / upsell opportunities
• Work with the Field Specialist to train customers, quickly resolving on-the-field issues and coordinate services
• Occasionally visit customers to better understand their operations and gather feedback for continuous improvement
• Define Customer Success KPIs, metrics, and end-to-end engagement processes for strategic accounts

Qualifications
• Meticulous attention to detail
• Experience in project planning, tracking, execution, measurement, and status reporting
• Experience working with and managing diverse stakeholder groups
• Ability to interact among technical, business and operations teams
• Excellent communication skills
• English and Hausa language proficiency; working knowledge of other Nigerian languages

Education
• Bachelor’s degree required
• Master’s in agriculture economics or related field preferred Compensation
• Base pay to be discussed during interviews
• Additional commission based on renewals

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