Customer Success Officer - English-speaking - Nairobi office at Optimetriks

Requirements

We are looking for a Customer Success Officer to act as the first point of contact with existing customers, answer their queries, and increase client satisfaction.

The role is based in Nairobi to look after all our English-speaking customers.

• Onboard new accounts, as per commercial terms and defined guidelines
• Assist in new product introduction and release activities
• Monitor the execution of running projects through interaction with stakeholders
• Management, monitoring, and control of incidents, queries, and suggestions of assigned accounts.
• Provide after-sales supports
• Build strong client relationships, through regular communication.
   

About The Role

• Deploy new projects, implement solutions, ensure consistent execution as per commercial terms and defined guidelines
• Monitor the execution of running projects through interaction with stakeholders
• Contribute to the development of our solution by working closely with the Tech Team (Users feedback, testing, etc.)
• Provide regular reporting of actions and results to head office, define action plans, document practices
• Establish Customer Support good practices
• Ensure good user experience and adoption of the solution by providing technical and product support to the users
• Develop user support and training materials
   

About You

• Ambitious, self-motivated, energetic.
• Committed, organized, proactive.
• Flexible, fast learner, risk-taker.
• Good communication skills
• Stringent execution skills
• Decisive, multi-task.
• Speak advanced English
• Bachelor in science or business
• Based in Nairobi
• Allowed to work in Kenya / Owner of a valid work visa
• 2-3 years of relevant experience (project management/user support) in a SaaS company
   

What We Offer

• High growth environment - Joining a startup at this early stage is a unique opportunity for professional growth as well as a personal investment.
• Young and multicultural environment
• Fast-paced career progression
• Provide you with continuous challenges and room for learning.
• Broad and diverse start-up ecosystem that provides much more than a job experience.
• Real responsibilities with clients interactions and operational deployments
• The opportunity to work on concrete projects in more than 10 African countries
• Monthly net salary: 45k-50k KES