Customer Success Specialist

4 weeks ago

Lagos, Lagos, Nigeria Vencru Nigeria Ltd Full time
  • In this role, you'll play a pivotal role in ensuring our customers achieve success with Vencru.
  • You'll be involved in all stages of the customer journey, from initial contact to ongoing support and advocacy.

Responsibilities:

Customer Success & Retention:

  • Be a product expert, prepared to train customers on new and existing features through engaging presentations and demonstrations.
  • Proactively engage with customers to drive product adoption, identify upsell opportunities, and gather valuable feedback.
  • Provide exceptional customer support via phone calls and other channels, promptly addressing inquiries and resolving issues.
  • Foster strong customer relationships to build loyalty and maximize customer lifetime value.

Customer Acquisition & Onboarding:

  • Convert inbound leads including those generated through cold emailing outreach by effectively communicating Vencru's value proposition.
  • Develop and execute comprehensive onboarding plans, including hosting webinars and demos, to ensure a smooth customer transition.
  • Collaborate with the Sales team to convert template leads into paying customers.

Continuous Improvement:

  • Collect, analyze, and leverage customer feedback and insights to contribute to ongoing product enhancements and refine customer success strategies.
  • Maintain meticulous records of customer interactions and support cases for future reference.

Collaboration & Growth:

  • Build knowledge of customer stories, onboarding plans, success plans, competitive landscape, and identity and access management IAM best practices to support overall business success.
  • Actively support and participate in business development initiatives and process development.
  • Collaborate effectively with cross-functional teams

Requirements:

  • A minimum of 2-3 years of experience in customer service. Sales or solution consulting capacity in a SaaS organization is an asset
  • A Bachelor's degree in Business Administration, Accounting, Finance, Sales and/or Marketing, Computer Science or a related field
  • A passion to serve the customer by learning how to communicate complex ideas and solutions to their business challenges.
  • History of delivering compelling presentations and being a trusted advisor.
  • Active and thoughtful listener, able to learn from others and leverage feedback.
  • Ability to multitask and be solution-based in a client-facing environment
  • Passionate for a career in technology.

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