Angaza technology empowers distributors to make life-changing products accessible and affordable to individuals in emerging markets, even those who live on less than $2 per day. With affordable access to livelihood necessities like solar lights and clean cookstoves, people without access to credit or traditional banking services can start on a path to financial inclusion.
Role Objective:
Ensure the overall success of Angaza’s customers by serving as their trusted advisor and helping them optimize their use of the Angaza software platform to fit their Pay-As-You-Go operational model.
Role description:
Angaza’s Strategic Customer Success Manager is the face of Angaza for strategic customers and is responsible for orchestrating a superior customer experience. This position joins a team of other CSMs who focus on ongoing relationship-building and proactive customer management activities. Our 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 strategic customers, owning their successful onboarding, and ensuring their happiness and success with Angaza’s comprehensive suite of software tools. This role is based in Nairobi, Kenya with occasional international travel and reports to the Director of Customer Experience.
Requirements
BS/BA degree
Minimum of 7 years experience managing relationships with enterprise customers, preferably for a software or technical product
Experience in engaging on strategic levels with customer contacts ranging from operational levels up to and including C level executives
Demonstrated track record of managing and nurturing B2B customer relationships and retaining accounts; experience in a start-up context a strong plus
Experience with managing multiple projects simultaneously at various stages
Experience living and working in an emerging market
Comfort with technology and digital tools
Flexibility to travel internationally at least once per quarter
Ability to represent Angaza at industry events and with existing customers
Outstanding written and spoken language ability
Excellent attention to detail
Enthusiasm for a fast-paced, high-performing start-up work environment
Experience using a CRM to log activities and manage customer communications
French language proficiency will be an added advantage
Responsibilities:
Onboarding + Training
Works closely with Angaza’s Growth team on account strategy and partner handoff
Work with Sales Specialist and Training team to transition new customers from the sales pipeline into the Customer Success phase
Onboard and train additional account users via demos, presentations, collateral, and webinars
Onboard and provide training to customers to ensure they are engaged with the product and the product is optimized for their operational model
Educate existing customers on new features as they’re rapidly added to the Angaza platform
Maintain and Increase Software Adoption
Help our customers optimize their use of our platform to effectively sell Pay-As-You-Go products
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 assesses, clarify, and validate customer needs on an ongoing basis
Work with Customer Support, Growth, and Product to articulate and monitor customer requests and feedback through the appropriate channels
Other
Work with the Marketing team to solicit testimonials, case studies, and other customer-centric sales collateral
Carefully maintain the company CRM as a repository of customer information
To Apply: Send us your résumé and a detailed cover letter using the form below. Note that applicants must send a cover letter to be considered. Due to application volume, we will only be able to follow up with the most promising candidates. We plan to fill this position quickly, with a start date as soon as possible.
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