Head, Customer Success

Job Summary

To build strong relationships with customers and ensure they are optimizing a product or service to receive the highest ROI. In order to be successful, they need to know the ins and outs of a product or service to properly educate customers and communicate effectively with a variety of personalities and technical backgrounds. As managers, they play a major role in hiring, training, and mentoring the customer success team. They also are in charge of implementing policies with internal teams to establish a level of quality customer service that exceeds their expectations, especially for anyone who has direct contact with customers.

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

Job Description/Requirements

Responsibilities:

  • Have a good understanding of the organisation’s products
  • Build relationships with customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Provide proactive strategy with their assigned customer accounts
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
  • As the head of the customer success team, you’ll be responsible for line management of a number of Customer Success Managers. This will include mentoring and coaching those individuals through situations they may encounter with their customers, and developing them such that they in turn become Senior Customer Success Managers, able to work with our biggest or most complex customers.

Qualification:

  • Bachelor's degree and 5 years of experience in a customer-facing role, such as Customer Success, Customer Support, or Account Management
  • Possess strong phone, written, and verbal communication skills with excellent presentation skills
  • Confident, high energy, self-motivated, and a true team player
  • Experience working with senior and executive-level customer contacts
  • Demonstrated ability and desire to work and excel in a fast-paced environment
  • Excellent multitasking and project management skills
  • Understanding of Internet and web applications with a desire to learn new technologies
  • Ability to understand and articulate [redacted]
  • Must possess a proven understanding of [redacted]; prior experience in [redacted] preferred
  • Well-organized, with high attention to detail and the ability to prioritize
  • Proficiency with MS Office

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Anonymous Employer
Lagos
| Full Time |
NGN Less than 75,000
2mos
Lagos
| Full Time |
NGN Less than 75,000
2mos