This Position
Angaza’s Customer Success Managers (CSMs) are the face of Angaza and are responsible for orchestrating a superior customer experience. This position joins a team of CSMs who focus on proactive customer engagement to identify growth opportunities and mitigate against business risk. Our Customer Success team promotes overall customer satisfaction and product adoption through optimizing the value our customers gain from the Angaza platform. This role will be responsible for independently managing a portfolio of both English and French speaking customers and ensuring their success with Angaza’s comprehensive suite of software tools. This position is domiciled in Nairobi with occasional international travel and reports to the Manager of Customer Experience. Candidates from the wider African continent and beyond are eligible to apply.
Responsibilities
Help our customers optimize their use of our software platform to effectively sell life-changing products to end-users at scale
Establish productive, professional relationships with key personnel in assigned customer accounts
Effectively communicate the value of the Angaza platform via scheduled meetings and business reviews
Become an expert in Angaza’s software products and provide recommendations to suit varying customer needs
Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary company and customer personnel
Proactively assess, clarify, and validate customer needs on an ongoing basis
Identify growth and expansion opportunities through data analysis and customer engagements and collaborate with the commercial teams (Marketing, Sales) to follow up
Carefully and rigorously maintain the company CRM as a repository of customer information
Required Experience
BS/BA degree in relevant technical/educational field
Minimum of 4 years experience managing relationships with enterprise, mid market and SMB customers, for a software or technical product
Demonstrated track record of managing and nurturing B2B customer relationships and retaining/building accounts; experience in a start-up context a strong plus
Experience with managing multiple projects simultaneously at various stages
Comfort with technology and digital tools
Ability to represent Angaza at industry events and with existing customers
Outstanding written and spoken language ability in English
Skilled at data analysis
Excellent attention to detail
Enthusiasm for a fast-paced, high-performing start-up work environment
Experience using a CRM, preferably Salesforce, to log activities and manage customer communications
Exemplify Angaza’s key values: impact-driven, empathetic, courageous, trustworthy, curious, and collaborative
A strong command of the French language is an added advantage
Preferred Experience
Since this role is responsible for a portfolio including companies who primarily conduct business in French, candidates who can communicate in business French are preferred and will be given extra consideration. Please fill out the “French Proficiency” questionnaire if this applies to you.
Apply via :
jobs.lever.co
