Client Success Specialist at Ona

Key roles and responsibilities:

• Provide support for all incoming support requests for the Ona Data platform, RapidPro, and Canopy/Akuko and client projects. This includes troubleshooting all system errors, answering general Ona Data platform, RapidPro, and Canopy/Akuko questions, and answering questions about XLSForm and troubleshooting XLSForms.
• Ensure that all support requests are answered in a timely and efficient manner, while maintaining good client relationships. This includes following up with the technical team on technical issues and getting additional support to investigate and resolve support requests.
• Author XLSForms for various client projects to simplify the data collection process and ensure data collected adheres to the client’s monitoring and evaluation needs.
• Develop and maintain support documentation on user guides, training, processes, and procedures for the Ona Data platform feature and custom solutions for client projects.
• Engage clients on how to use Ona products, including Ona Data, RapidPro, Canopy/Akuko, using blogs, webinars, and other means.
• Train clients/users on how to develop XLSForms, how to use the Ona Data Platform, how to use RapidPro, Canopy/Akuko, and other Ona products.
• Able to prioritize dozens of high value tasks simultaneously, in an environment where priorities are constantly changing. Able to stay organized in this environment.
• With minimal supervision, take the lead role in tasks/projects assigned to you, ensuring task/project timelines are met, and ensuring clients are kept informed while doing necessary follow-up.
• Represent the company and through client and potential client interactions spread the word and support the sale of our products, services, and solutions.
• Willing to travel globally (potentially up to 20% of time).

Key requirements:

Essential

• Bachelor’s degree in a relevant field, e.g. social science, computer science, IT, engineering, economics, statistics, mathematics, project management, customer relationship management, etc.
• At least 5 years of work experience, with at least 1 years providing client support in a technical environment.
• Right to live and work in Kenya.

Written and verbal communication

• Above-average ability to communicate accurately, clearly, and effectively in written and spoken English.
• Strong writing and editing skills, especially for blog articles and developing training/webinar materials

Data and Statistics

• Experience collecting data and/or cleaning data and/or analyzing data.
• Experience with mobile device data collection platforms and data collection tools (i.e. ODK Collect, Enketo webforms, CommCare, SurveyCTO, KoBoToolbox, Open Data Kit, EpiInfo, etc)
• Knowledge and some experience using statistical packages (i.e. R, SPSS, Stata) and/or advanced Excel functions.

Training

• Experience in training adult learners.
• Experience training on mobile device data collection platforms is a plus.
• Experience developing training materials, including customizing training schedules, content and training guides to client needs.

Client Relations

• Motivated to assist clients to determine the best and proper solution to resolve their issue/s in a fast-paced environment in a timely and efficient manner.
• Motivated by client satisfaction, client retention and growing business from existing clients (upselling of services and offerings).

Desirable

• Ability to speak other international languages, especially French, is a strong plus.
• Familiarity with data management from form development to data collection to data cleaning, analysis and visualization.
• Strong analytical skills
• Interest and deep familiarity with ICT4D.
• Experience working with international companies (INGOs, Donor Agencies, Government Agencies).

Capabilities

• Have a strong attention to detail.
• Enjoys interacting with people of all levels in a multicultural environment.
• Strong interpersonal skills with proven ability to work with multidisciplinary teams.
• Self-starter and motivated to move ahead without direct instruction.
• Experience working with remote and global teams