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Customer Success Manager

2 months ago

Lagos, Lagos, Nigeria RedCloud Technology Full time

The Role

  • We are seeking experienced and dedicated Customer Success Managers CSMs to join our team, focused on managing and ensuring the success of our Key Distributors on the Open Commerce eB2B marketplace platform.
  • Our platform serves FMCG distributors in emerging markets across Africa and LatAm, and as a CSM, you will play a pivotal role in driving value for these key customers by optimizing their use of our platform, enhancing their sales through promotions and price management, strategically expanding their market reach, and managing revenue generation and collection.
  • From onboarding through to continuous engagement, you will be the primary point of contact for selected Key Distributors, ensuring they achieve maximum success and growth on our platform.

Main Responsibilities

  • Onboarding & Integration: Lead and ensure smooth onboarding for Key Distributors KDs with training and support, collaborating with teams for seamless integration.
  • Customer Success Management: Maintain strong relationships with KDs, offering strategic guidance, proactive support, and tailored solutions to optimize platform performance.
  • Revenue Generation & Collection: Drive KD sales growth, manage timely payment collections, and collaborate with finance to mitigate revenue risks.
  • Promotion & Price Management: Develop and execute promotional strategies, assisting KDs with competitive pricing to maximize sales.
  • Performance Tracking & Reporting: Use data to monitor KD performance, preparing reports to highlight growth opportunities and successes.

Experience we think you'll need:

  • Bachelor's degree in Business, Marketing, Sales, or related field Master's preferred.
  • 5+ years of experience in Customer Success, Account Management, or Sales, ideally in FMCG or e-commerce.
  • Proven success in managing key accounts, driving revenue, and working with distributors or wholesalers, especially in Africa and LatAm.
  • Strong relationship management, communication, and negotiation skills, with a focus on customer outcomes and growth.
  • Proficient in CRM systems, data analytics, and financial management platforms, with an analytical and problem-solving mindset.
  • Customer-centric, adaptable, and financially savvy with the ability to thrive in dynamic, diverse environments.