Job Title: Customer Success Manager (Contract)
Location: Nairobi, Kenya
Contract Type: 6-Month Contract (with potential for extension)
Company Overview:
We’re a small Dublin based team that helps companies stay current by building their data literacy competencies through a market leading eLearning platform. In only a few years we’ve managed to acquire a customer base that includes some of the biggest names in business, from KPMG, Deloitte, PwC, Qantas, and more.
...We’re on to something pretty big - and our small team is about to get bigger.
Our product is truly transformational. We give employees the confidence to use everyday tools more effectively, understand theoretical data and financial principles often untaught, and as a result, produce better work (in a shorter time). Companies are also able to easily ascertain Lamp;D RoI by identifying a material difference between pre and post Kubicle training. It’s a win-win, making our product incredibly ‘sticky’ and highly referrable. So, to make the most of current demand, we’re hiring a Customer Success Manager.
Key Responsibilities:
- Customer Engagement: Build and maintain strong relationships with our customers, serving as their primary point of contact during their Kubicle journey.
- Onboarding and Training: Guide customers through the onboarding process, providing training and assistance to help them get the most out of our platform.
- Customer Support: Report customer inquiries, issues, and concerns promptly to our customer support team, ensuring a high level of customer satisfaction.
- Feedback Collection: Proactively gather customer feedback to identify areas for improvement and relay this information to the appropriate teams.
- Data Analysis: Analyze customer usage data to identify trends and opportunities to enhance customer success.
- Documentation: Maintain accurate records of customer interactions and track customer success metrics.
- Collaboration: Work closely with cross-functional teams, including Sales, Marketing, Content and Product, to align customer success strategies.
Qualifications:
- Bachelor's degree or equivalent work experience.
- Previous experience in customer success, account management, or a related field is preferred.
- Strong communication and interpersonal skills.
- Proven ability to manage and prioritize multiple customer relationships effectively.
- Analytical mindset with the ability to derive insights from data.
- Self-motivated, proactive, and able to work independently.
- Knowledge of elearning is a plus.