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Job Description
We are looking for a Customer Success Specialist (CSS) to drive and oversee our customer on-boarding process.
Responsibilities
- As a Customer Success Specialist, you are primarily customer facing responsible for the customer success.
- The major business priority is the customers successful productive use of Microsoft 365 products and other related IT solutions.
- You are front and center with our customers supporting their digital journey and empowering them to achieve more!
Customer Relationship Management:
- Build and maintain strong relationships- Learn customer engagement roles and develop strong relationships with key customer stakeholders Expand customer relationships beyond the existing contract to increase business outcome.
- Serve as the main point of contact for customer inquiries and concerns, demonstrating a proactive and customer-centric approach.
- Establish clear client retention goals.
- Identify customer needs and create a plan that supports positive outcomes that are specific to the customer. Capture and anticipate new customer needs and outcomes identified during the delivery of on-boarding programs and other projects. Ensure the customer is updated on new technology and ready to adopt new available features across all solution areas.
Product and Service Education:
- Educate customers on relevant information on new features, updates, and best practices to maximise their utilisation of our solutions.
- Assist customers with setting up and navigating programs, products and services.
- Offer training resources and guidance to enhance customers’ understanding and proficiency.
- Promote the value of the product while up-selling services and products with the brand image.
Data Analysis and Reporting:
- Utilise customer interaction data to identify trends, patterns, and areas for improvement.
- Generate regular reports on customer satisfaction and present findings to relevant stakeholders.
- Track, escalate and plan remediation of any issues that may arise and provide feedback to the technical team as appropriate.
Technical Knowledge:
- Leverage on available resources to increase your technical knowledge to act as a technology advisory to customers. Speak about relevant technological solutions and services for specific customer scenarios and needs.
- Review customer complaints and concerns and seek to improve the customer experience.
- Assist in creating training courses and educational materials.
- Process milestones for the clients and employees to work toward.
- Promote value through customer experience.
Qualification
- Bachelors Degree in Business Administration, Marketing, Computer Science or any related field.
- Minimum of 2 years experience as a customer success specialist or equivalent experience.
- Technical knowledge of Microsoft 365 products and services is an added advantage.
- Experience working with brand image and promoting value through customer experience.
Location: Lagos, Nigeria.
Apply: CUSTOMER SUCCESS SPECIALIST
