Customer Success Manager at Angaza

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.