Customer Success Associate - Nairobi
We are looking for a Customer Success Associate to work as the front-line of user engagement, helping users make the best use of the product, as well as providing them with support and information that enable them to flourish with us.
You will be responsible for:
- Pro-actively managing a large base of Shelf Life customers helping them maximize the value they receive from the Shelf Life tools and services.
- Working as part of a team, to help shape the processes and knowledge base required to support the Shelf Life customer base
- Ensuring customers receive regular communication on best practices and new release information on products and services
- Acting as a single point of contact to coordinate all Shelf Life related enquiries
- Proactively monitor the customer base, taking appropriate actions accordingly, tracking and evaluating performance.
- Provide feedback to the team regarding customer experience.
- Assist and coordinate with the sales teams to help maximize the Lifetime Value (LTV) of clients.
- Work with the Ops/Support team to understand and analyze client facing issues/data anomalies allowing them to be efficiently resolved
- Answer user support requests
- Create detailed support tickets and follow up on resolution
- Conduct Technical Discovery on support issues
Key Performance Metrics
- Support issues closed successfully
- Speed up resolution of complaints and questions
Requirements
- Strong aptitude for quantitative reasoning
- Strong verbal and written communication abilities
- Attention to detail.
- B.sc/HND in a scientific or technical discipline preferably Information Technology, Data Science, or any related fields
- Experience in Customer Relationship Management and Data Management
- Proficient in using spreadsheets
- Resides in Nairobi Kenya
Deadline for Applications: May 31st 2024Field is an equal opportunity employer and welcomes applications from qualified individuals regardless of race, ethnicity, religion, gender, sexual orientation, disability, or age.