Associate Analyst: Customer Success
2025-04-23T14:58:37+00:00
Cellulant Corporation
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www.cellulant.com
FULL_TIME
Nairobi
Nairobi
00100
Kenya
Finance
Customer Service
2025-05-07T17:00:00+00:00
Kenya
8
Role Overview
As an Associate Analyst – Customer Success, you will play a crucial role in supporting customer engagement, product adoption, and issue resolution while ensuring seamless customer experiences. You will be responsible for analyzing customer data, tracking key success metrics, and supporting the broader Customer Success team in delivering high-quality service to the Bronze tiers customers. This role is ideal for a detail-oriented professional who has strong analytical skills and thrives in data-driven decision-making, problem-solving, and cross-functional collaboration with a customer-centric approach. You will be involved in customer onboarding, performance tracking, and reporting, ensuring that customers derive maximum value from our solutions.
Key Responsibilities
Customer Onboarding & Product Adoption
- Assist in onboarding new customers, ensuring a smooth transition from sales to implementation.
- Support training sessions and enablement programs to drive product adoption.
- Track % of merchants completing onboarding within defined SLAs and provide insights to improve the process.
Customer Data Analysis & Reporting
- Analyze customer usage, adoption trends, and transaction success rates to identify opportunities for optimization.
- Monitor Customer Health Score (including adoption, usage, satisfaction, and transaction success rates – QOS) to proactively detect risks.
- Design and maintain service dashboards and reports for internal and external stakeholders.
Customer Support & Issue Resolution
- Act as a first point of escalation for customer issues, ensuring timely resolution within defined SLAs.
- Work closely with product, support, and engineering teams to troubleshoot and resolve client concerns efficiently.
- Maintain and update a weekly customer issue tracker, ensuring transparency in issue resolution.
Customer Engagement & Retention
- Conduct regular business reviews to ensure continuous customer engagement.
- Track customer retention rate and provide insights on churn risks and proactive intervention strategies.
- Support upsell and cross-sell initiatives, identifying potential opportunities for revenue growth.
Process Improvement & Operational Efficiency
- Collaborate with internal teams to improve customer success processes and enhance operational efficiency.
- Provide structured Root Cause Analysis (RCA) for major incidents, contributing to service improvements.
- Follow up with operations on settlements and reconciliation processes to ensure smooth transactions.
Key Attributes & Experience
- Customer-Centric Approach – Passionate about delivering exceptional customer experiences and building strong relationships.
- Data-Driven Mindset – Ability to analyze customer metrics, identify trends, and provide insights for strategic decision-making.
- Problem-Solving Skills – Strong analytical skills to identify challenges, troubleshoot issues, and proactively resolve customer concerns.
- Attention to Detail – Highly organized, with a keen eye for data accuracy and reporting.
- Collaboration & Communication – Strong interpersonal and communication skills to effectively work with internal teams and external customers.
- Technical Aptitude – Basic understanding of customer success platforms, dashboards, and reporting tools is an advantage.
Very experienced in customer support and engagement.
- Strong understanding of payments and financial transactions.
- Can command the respect of senior personnel at our customers
- Can quickly understand the customer's industry and business so that they engage in value-adding discussion
- Passionate about customer success with excellent engagement skills.
- Work closely with Sales and BD to grow customer relationships and revenue
KPIs:
- Customer Retention Rate: Achieve a retention rate of 90% or higher by focusing on consistent value delivery.
- Customer satisfaction (CSAT) score: Maintain an average CSATl score of 85% or higher across all customer Interactions
- Onboarding success Rate: Ensure 95% or new customers complete the onboarding process within the first 30 days and are set up for success.
- Net Promoter Score (NPS): Aim for an NPS of 70 or above, indicating strong customer loyalty and willingness to recommend our products and services
- Customer Expansion: Drive a 15% increase in upsell and cross-sell opportunities through a deep understanding of customer needs and product fit
- Customer Health Score (adoption, usage, transaction success rates, and satisfaction – QOS)
- Ticket resolution within defined SLAs, Product Adoption Rate tracking.
Key Responsibilities Customer Onboarding & Product Adoption Assist in onboarding new customers, ensuring a smooth transition from sales to implementation. Support training sessions and enablement programs to drive product adoption. Track % of merchants completing onboarding within defined SLAs and provide insights to improve the process. Customer Data Analysis & Reporting Analyze customer usage, adoption trends, and transaction success rates to identify opportunities for optimization. Monitor Customer Health Score (including adoption, usage, satisfaction, and transaction success rates – QOS) to proactively detect risks. Design and maintain service dashboards and reports for internal and external stakeholders. Customer Support & Issue Resolution Act as a first point of escalation for customer issues, ensuring timely resolution within defined SLAs. Work closely with product, support, and engineering teams to troubleshoot and resolve client concerns efficiently. Maintain and update a weekly customer issue tracker, ensuring transparency in issue resolution. Customer Engagement & Retention Conduct regular business reviews to ensure continuous customer engagement. Track customer retention rate and provide insights on churn risks and proactive intervention strategies. Support upsell and cross-sell initiatives, identifying potential opportunities for revenue growth. Process Improvement & Operational Efficiency Collaborate with internal teams to improve customer success processes and enhance operational efficiency. Provide structured Root Cause Analysis (RCA) for major incidents, contributing to service improvements. Follow up with operations on settlements and reconciliation processes to ensure smooth transactions.
Key Attributes & Experience Customer-Centric Approach – Passionate about delivering exceptional customer experiences and building strong relationships. Data-Driven Mindset – Ability to analyze customer metrics, identify trends, and provide insights for strategic decision-making. Problem-Solving Skills – Strong analytical skills to identify challenges, troubleshoot issues, and proactively resolve customer concerns. Attention to Detail – Highly organized, with a keen eye for data accuracy and reporting. Collaboration & Communication – Strong interpersonal and communication skills to effectively work with internal teams and external customers. Technical Aptitude – Basic understanding of customer success platforms, dashboards, and reporting tools is an advantage. Very experienced in customer support and engagement. Strong understanding of payments and financial transactions. Can command the respect of senior personnel at our customers Can quickly understand the customer's industry and business so that they engage in value-adding discussion Passionate about customer success with excellent engagement skills. Work closely with Sales and BD to grow customer relationships and revenue
JOB-6809001d9d4ec
Vacancy title:
Associate Analyst: Customer Success
[Type: FULL_TIME, Industry: Finance, Category: Customer Service]
Jobs at:
Cellulant Corporation
Deadline of this Job:
Wednesday, May 7 2025
Duty Station:
Nairobi | Nairobi | Kenya
Summary
Date Posted: Wednesday, April 23 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Role Overview
As an Associate Analyst – Customer Success, you will play a crucial role in supporting customer engagement, product adoption, and issue resolution while ensuring seamless customer experiences. You will be responsible for analyzing customer data, tracking key success metrics, and supporting the broader Customer Success team in delivering high-quality service to the Bronze tiers customers. This role is ideal for a detail-oriented professional who has strong analytical skills and thrives in data-driven decision-making, problem-solving, and cross-functional collaboration with a customer-centric approach. You will be involved in customer onboarding, performance tracking, and reporting, ensuring that customers derive maximum value from our solutions.
Key Responsibilities
Customer Onboarding & Product Adoption
- Assist in onboarding new customers, ensuring a smooth transition from sales to implementation.
- Support training sessions and enablement programs to drive product adoption.
- Track % of merchants completing onboarding within defined SLAs and provide insights to improve the process.
Customer Data Analysis & Reporting
- Analyze customer usage, adoption trends, and transaction success rates to identify opportunities for optimization.
- Monitor Customer Health Score (including adoption, usage, satisfaction, and transaction success rates – QOS) to proactively detect risks.
- Design and maintain service dashboards and reports for internal and external stakeholders.
Customer Support & Issue Resolution
- Act as a first point of escalation for customer issues, ensuring timely resolution within defined SLAs.
- Work closely with product, support, and engineering teams to troubleshoot and resolve client concerns efficiently.
- Maintain and update a weekly customer issue tracker, ensuring transparency in issue resolution.
Customer Engagement & Retention
- Conduct regular business reviews to ensure continuous customer engagement.
- Track customer retention rate and provide insights on churn risks and proactive intervention strategies.
- Support upsell and cross-sell initiatives, identifying potential opportunities for revenue growth.
Process Improvement & Operational Efficiency
- Collaborate with internal teams to improve customer success processes and enhance operational efficiency.
- Provide structured Root Cause Analysis (RCA) for major incidents, contributing to service improvements.
- Follow up with operations on settlements and reconciliation processes to ensure smooth transactions.
Key Attributes & Experience
- Customer-Centric Approach – Passionate about delivering exceptional customer experiences and building strong relationships.
- Data-Driven Mindset – Ability to analyze customer metrics, identify trends, and provide insights for strategic decision-making.
- Problem-Solving Skills – Strong analytical skills to identify challenges, troubleshoot issues, and proactively resolve customer concerns.
- Attention to Detail – Highly organized, with a keen eye for data accuracy and reporting.
- Collaboration & Communication – Strong interpersonal and communication skills to effectively work with internal teams and external customers.
- Technical Aptitude – Basic understanding of customer success platforms, dashboards, and reporting tools is an advantage.
Very experienced in customer support and engagement.
- Strong understanding of payments and financial transactions.
- Can command the respect of senior personnel at our customers
- Can quickly understand the customer's industry and business so that they engage in value-adding discussion
- Passionate about customer success with excellent engagement skills.
- Work closely with Sales and BD to grow customer relationships and revenue
KPIs:
- Customer Retention Rate: Achieve a retention rate of 90% or higher by focusing on consistent value delivery.
- Customer satisfaction (CSAT) score: Maintain an average CSATl score of 85% or higher across all customer Interactions
- Onboarding success Rate: Ensure 95% or new customers complete the onboarding process within the first 30 days and are set up for success.
- Net Promoter Score (NPS): Aim for an NPS of 70 or above, indicating strong customer loyalty and willingness to recommend our products and services
- Customer Expansion: Drive a 15% increase in upsell and cross-sell opportunities through a deep understanding of customer needs and product fit
- Customer Health Score (adoption, usage, transaction success rates, and satisfaction – QOS)
- Ticket resolution within defined SLAs, Product Adoption Rate tracking.
Work Hours: 8
Experience in Months: 24
Level of Education: bachelor degree
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