Client Retention Expert

23 hours ago


Lagos, Lagos, Nigeria PST Full time
Overview
PST is a leading provider of customs data and software solutions, dedicated to helping businesses succeed in the global marketplace. We are committed to delivering exceptional value to our clients through our innovative products and services.

About the Role
We are seeking a highly skilled CUSTOMER SUCCESS MANAGER to join our team. As a key member of our organization, you will be responsible for developing and maintaining strong relationships with our clients. You will serve as their trusted advisor and primary point of contact for all inquiries, issues, and escalations. Your expertise in CRM software, Microsoft Office Suite, and other relevant business tools and technologies will enable you to provide tailored recommendations on how our customs data and software solutions can address our clients' needs. Additionally, your experience in managing an ERP system and ticketing system will facilitate a seamless transition and successful adoption of our products and services by new clients. Furthermore, your ability to document, monitor, and analyze client usage and performance metrics will allow you to identify opportunities for optimization, upselling, and cross-selling additional solutions or services. Ultimately, your goal will be to drive customer adoption, retention, and expansion while providing excellent customer service and support. If you possess the skills and qualifications outlined below, we encourage you to apply for this exciting opportunity

Responsibilities:
• Develop and maintain strong relationships with key clients
• Collaborate with clients to understand their business objectives, challenges, and requirements
• Provide tailored recommendations on how our customs data and software solutions can address their needs
• Lead the onboarding and implementation process for new clients
• Ensure a seamless transition and successful adoption of our products and services
• Provide proactive support and guidance to clients throughout their lifecycle
• Document, monitor, and analyze client usage and performance metrics
• Identify opportunities for optimization, upselling, and cross-selling additional solutions or services
• Act as the voice of the client within PST, advocating for their needs and priorities
• Drive product improvements and enhancements based on client feedback and input
• Stay informed about industry trends, regulatory changes, and best practices in customs compliance and trade management
• Share relevant insights and recommendations with clients
• Develop and deliver client success plans and business reviews to demonstrate value and track progress against goals

Requirements:
• Bachelor's or Master's Degree in Business Administration, International Trade, Supply Chain Management, or related field
• Minimum of 3 years of experience in a customer-facing role
• Proficiency in CRM software (e.g., Salesforce), Microsoft Office Suite, and other relevant business tools and technologies
• Experience in managing an ERP system and ticketing system
• Excellent communication and interpersonal skills
• Ability to build rapport, establish trust, and foster long-term relationships with clients
• Proven track record of driving customer adoption, retention, and expansion
• Strong problem-solving skills
• Experience in remote work preferred
• Fluency in English and second language is an advantage

What We Offer:
• Competitive salary and benefits package
• Opportunities for professional growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Professional training and development programs
• Flexible working hours and remote work options
• Access to industry-leading technology and tools
• Opportunities for career advancement and leadership development
• Employee recognition and reward programs

Why Join Us?
PST values diversity, equity, and inclusion in the workplace and strives to create a culture of respect, empathy, and understanding. Our team is passionate about delivering exceptional value to our clients through our innovative products and services. If you share our vision and possess the skills and qualifications outlined above, we encourage you to apply for this exciting opportunity

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