Customer Success Specialist at Vencru Nigeria Ltd

• We are seeking a talented and motivated Customer Success Specialist with a finance background to join our team! As a Customer Success Specialist, you will be involved in all stages of customer value realization: customer onboarding, learning and deployment, user readiness, product adoption and growth, renewal and customer advocacy.

Responsibilities:

• Drive lead conversion through effective value proposition communication.
• Develop and execute comprehensive onboarding plans to ensure a smooth transition for new customers.
• Proactively engage customers to foster product adoption, identify upsell opportunities, and gather valuable feedback.
• Be a platform expert, prepared to train on new and existing features and simplify the complex for our customers
• Provide exemplary customer support, swiftly addressing inquiries, resolving issues, and ensuring overall customer contentment.
• Cultivate enduring customer relationships to bolster loyalty and maximize customer lifetime value.
• Collect, analyze, and leverage customer feedback and insights to contribute to ongoing product enhancements.
• Maintain meticulous records of customer interactions and support cases, ensuring accuracy and accessibility.
• Build knowledge of customer stories, onboarding plans, success plans, competitive landscape and IAM best practices to support business outcomes.
• Helps support and participate in business development initiatives and process development.
• Work and collaborate with cross-functional teams such as Sales, Engineering, Marketing and Customer Advocacy.

Requirements:

• A minimum of 2-3 years of experience in customer service. (Sales or solution consulting capacity in a SaaS organization is an asset)
• A Bachelor's degree in Business Administration, Accounting, Finance, Sales and/or Marketing, Computer Science or a related field
• A passion to serve the customer by learning how to communicate complex ideas and solutions to their business challenges.
• History of delivering compelling presentations and being a trusted advisor.
• Active and thoughtful listener, able to learn from others and leverage feedback.
• Ability to multitask and be solution-based in a client-facing environment
• Passionate for a career in technology.