Customer Success Manager at an IT Company - Willers Solutions Limited

Willers Solutions Limited - Our client in the  IT sector is recruiting suitably qualified candidates to fill the position below:

Job Title: Customer Success Manager

Location: Ikoyi, Lagos
Employment Type: Full-time

Responsibilities

• Direct the customer success department and ensure that goals of customer engagement and satisfaction as well as referrals are met on time and on target
• Support Head of Customer Success/PMO with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention (Renewals), and high levels of customer satisfaction
• Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team
• Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
• Review the customer journey, identifying how it’s supported, taking a consultative approach in helping
• clients overcome issues and achieve goals
• Prepare necessary documentation/visuals for client to demonstrate performance of products/services; analyze trends in C-Sat/NPS scores to identify areas of improvement
• Support Head of Customer Success/PMO to Conduct Health checks and Quarterly Business Reviews.

Requirements

• A minimum of Bachelor's Degree in Business, Marketing, or other related fields.
• 4-6 years of experience in IT marketing, sales, account management, project management or customer success
• Strong verbal and written communication, strategic planning, and project management skills
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment
• Project Management Professional (PMP) / PRINCE II certification is a plus
• Proven ability to solve problems creatively.

Application Closing Date
23rd May, 2024.