Customer Success Specialist at Trustcrow

Trustcrow seeks exceptional talent who are incredibly hard working and who set and pursue audacious goals, when many believe they are unachievable. We seek candidates who want to be compensated for the value that they create and who want to be shareholders to align with the company’s growth and the value that they create. If you have these qualities, we want to hear from you. 

Reporting directly to the Marketing & Brand Manager, the Customer Success Specialist will be the primary point of contact for our clients, guiding them through their entire journey with our products/services. Your responsibilities will encompass understanding client needs, resolving inquiries, providing in-depth product knowledge, conducting effective training sessions, analyzing customer feedback, and fostering client retention.

Trustcrow is a startup technology company. Characteristics of a startup include but are not limited to being fast-paced, uncertain, flexible, experimental, and grit. The successful candidate will marry these characteristics and be able to provide solutions for different business needs while exhibiting good management skills and a strong understanding of the company’s products and services.
 
Responsibilities

• Initiate proactive communication with clients to understand their goals and challenges.
• Build and nurture strong relationships with clients, acting as their trusted advisor.
• Develop a comprehensive understanding of our products/services to provide expert guidance to clients.
• Conduct engaging training sessions, ensuring clients are proficient in utilizing our offerings to their full potential.
• Address customer inquiries and resolve issues promptly and efficiently, ensuring high levels of customer satisfaction.
• Collaborate with internal teams to resolve complex problems and provide effective solutions to clients.
• Gather, analyze, and report customer feedback, identifying trends and areas for improvement.
• ● Work closely with the product development team, advocating for client needs and contributing to product enhancements.
• Implement retention strategies to ensure client loyalty and satisfaction.
• Identify upselling opportunities and collaborate with sales teams to expand clients’ engagement with our offerings.
• Maintain detailed records of customer interactions, feedback, and issue resolutions.
• Generate regular reports outlining customer engagement metrics and satisfaction levels.
• Stay updated with industry trends and product developments to provide informed recommendations to clients.
• Participate in training programs and workshops to enhance skills and knowledge.
• Anyother duties as assigned or required by the company or the group

Qualifications and Requirements:

• Bachelor’s degree in relevant field or equivalent work experience.
• Minimum of 5 years experience in customer service, account management, or customer success roles within the tech industry.
• Exceptional communication skills, both written and verbal.
• Strong analytical and problem-solving abilities.
• Empathetic approach with a focus on understanding and addressing client needs.
• Proficiency in CRM software and customer support tools.
• Detail-oriented with excellent organizational skills.
• Proactive attitude and ability to work effectively in a team environment.
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Proficiency in English
• Advanced troubleshooting and multi-tasking skills.
•  Salary: N350,000-N450,000/month, depending on experience and skill level.

 Recruitment process

• In-person or virtual interviews with the team + Skill Assessment.
• Case Assessment
• Interview with the CEO