Vacancy title:
Customer Success Manager

Jobs at:
mSurvey

Deadline of this Job:
29th August 2018

Duty Station:
Nairobi, Kenya

Summary
Date Posted: 15th August 2018 , Base Salary: Not Disclosed , Employment Type: Full-Time

About the Company

JOB DETAILS:
mSurvey is a mobile surveys company using cloud computing connected directly to mobile network operators. mSurvey allows anyone to give structured feedback to any business or organization from any mobile phone, by opening a direct communication channel between companies and customers.

The customer success manager will be responsible for building customer relationships and driving customer retention and increased loyalty. This role works closely with customers with the goal of optimising the customer experience and helping them fully leverage and value the business’s products. Specifically, this role will be responsible for:

•  Analyse customer data to understand customer behaviour and capture opportunities for increased value and customer success
  
•  Drive and maintain customer churn at below 2%New customer account creation on hubspot as per set SLAs and documented guidelines
  
•  Resolve(first-line support) and facilitate resolution of customer complaints and improve on service delivery through continuous process improvement.Keeping updated customer records and escalation/communication notes on Hubspot as per account details
  
•  Ensure renewal requests are done on time within expiry date set into smooth roll-over with no downtime or service suspension
  
•  Communicate with clients to understand their needs and explain product value
  
•  Collaborate with internal departments to facilitate customer needs
  
•  Build customer relationships based on integrity, trust and respect
  
•  Respond to customer complaints within the hour during business working days and within 24 hours of non working days( when on escalation duty)
  

Essential Requirements

•  Bachelors’ degree in a Business-related field;
  
•  Excellent oral and written communication skills;
  
•  Excellent organizational and time management skills;
  
•  Oustanding relationship management and customer engagement skills;
  
•  At least 3 years experience in a similar role;
  
•  Passionate about driving positive outcomes for clients; and
  
•  Hands on experience working with CRM software.
  Deadline for application submission: 17th August 2018