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VP, Account Management and Customer Success at GUS Consulting Limited

Posted on Thu 09th Jun, 2022 - hotnigerianjobs.com --- (0 comments)


GUS Consulting Limited is a dynamic provider of value-adding services to the oil & gas, energy & maritime industries. Over the years, our service delivery method has remained of the highest industry standard.

We are recruiting to fill the position below:

Job Title: VP, Account Management and Customer Success

Location: Victoria Island, Lagos
Employment Type: Full-time

The Role

  • In this role you will be responsible for building out a robust, Customer Success Program, including finding innovative ways to accomplish identified outcomes.
  • You will own the post-sale customer journey, including onboarding and training, technical support, referral requests, and cross-selling new products or functionality into our existing customer base.
  • While we have had great customer support and retention thus far, you will be in a position to make a big impact moving forward, carrying the torch and upholding the standards of service for hundreds of Terragons customers.
  • Onboarding and training
  • Oversee our primary contacts for the onboarding of new customers, training of platform end-users.
  • Oversee completion of customer needs and/or management of contractors and outsourced resources to perform work.
  • Oversee management of the knowledge base, addition of new articles as needed and ensuring everything is up-to-date and accurate.
  • Become a subject matter expert on our technology, and clearly articulate its value in writing, over the phone dialog, and at the occasional in-person industry event.
  • Support and retention
  • Deepen our customer retention support by preparing the strategy and program for this while working closely with the commercial team to roll this out
  • Oversee providing exceptional customer support within established SLA guidelines, track and report out related metrics.
  • Oversee management of the long-term health of the customer base by identifying and preempting areas of risk or concern; drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed by extracting the most value from our SaaS tools.
  • Understand customer sentiment and outcomes by communicating, defining and tracking health metrics, run NPS and gather other feedback.
  • Oversee maintenance of a cadence of communicating with customers about needs and adoption trends via surveys and other tools, and educating them via their preferred channel of communication.
  • Sales and product
  • Represent the voice of the customer to provide input into every core product, marketing and sales process.
  • Collaborate with the engineering and product development team to troubleshoot technical issues raised by customers.
  • Curate the forums, utilize surveys and webinars to determine what feature requests are most needed, and advocate for them on the product team.
  • Collaborate closely with sales to drive opportunities.

Who We Are Looking for

  • Master's Degree
  • You are passionate about tech products & services and what it can accomplish. (Bonus: you understand the challenges our ideal clients face and are excited to be of service to this market.) In addition:
  • You have 9+ years of experience in a similar role, 3+ of which should be from a SaaS company.
  • You have a high level of attention to detail, and accuracy matters to you.
  • You are empathetic and have a real desire to help our customers reach their goals.
  • You have good taste: not necessarily a design background, but you know what good looks like (or simply how to rectify bad content, and teach clients good vs bad).
  • You can get excited about helping our users get the most out of our tools – including giving tough love when they are using them incorrectly.
  • You are driven, self-motivated, enthusiastic, have a “can do” attitude and a results-driven mentality with a bias for speed and action (while not missing the details!)
  • You have excellent communication and interpersonal skills, and are able to be flexible and operate effectively with uncertainty and change.

Bonus:

  • You have a good understanding of marketing and martech solutions, and you have great experience with CRM systems such as Hubspot, Salesforce, Zoho, etc.,
  • You’re just as happy getting your hands dirty with implementation work as you are building out high-level systems/processes, and managing a large team.

What You Will Enjoy

  • Salary Range: Attractive
  • Health Insurance
  • Hybrid work (In-office and WFH)
  • Leave allowance

Application Closing Date
16th June, 2022.

Method of Application
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the email.


  

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