Customer Success Executive at Four Leaves Kenya Limited

Job Description
Job Purpose: As a Customer Success Executive, you will be responsible for managing relationships with our customers, ensuring their satisfaction with our products and services, and driving growth and retention for our company. You will also manage projects from start to finish, ensuring they are completed on time and within budget. This role requires excellent communication, organizational, and problem-solving skills, and the ability to work independently and collaboratively with cross-functional teams.

Key Responsibilities:

• Serve as the primary point of contact for all customer inquiries, requests, and escalations, and work closely with internal teams to ensure customer needs are being met
• Manage a portfolio of customer accounts, building strong relationships with key stakeholders and driving customer success
• Drive growth and retention by identifying opportunities to expand customer accounts and upsell our products and services
• Collaborate with cross-functional teams, including sales, marketing, and product, to ensure the customer's needs are being met
• Develop and maintain a deep understanding of our products and services, as well as our customers' needs and goals
• Manage projects from start to finish, including scoping, planning, executing, monitoring, and closing
• Develop project plans, timelines, and budgets, and track progress against these metrics
• Identify and mitigate project risks, and communicate any potential issues to stakeholders
• Collaborate with the team to improve our customer success processes continuously and procedures
• Conduct regular customer business reviews to measure customer satisfaction and identify areas for improvement
• Use CRM software to manage customer interactions and track progress against goals and objectives
• Analyse customer data and feedback to identify trends and develop strategies to improve customer success metrics
• Build strong relationships with customers and internal stakeholders to ensure customer satisfaction and drive business growth
• Develop and maintain project plans, schedules, and budgets, ensuring projects are completed on time, within budget, and to the customer's satisfaction.
• Coordinate project activities and resources, including scheduling meetings and tracking project deliverables.
• Communicate project progress to internal and external stakeholders, including senior management and customers.
• Identify and manage project risks and issues, ensuring they are addressed in a timely manner.

Requirements

• Bachelor's degree in a relevant field, such as business, marketing, project management or communications
• 3+ years of experience in customer success, account management, or project management in the IT industry
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Strong project management skills, with experience managing complex projects with multiple stakeholders
• Ability to work independently and as part of a team in a fast-paced, dynamic environment
• Strong analytical skills, with the ability to analyse data and make data-driven decisions
• Experience with CRM software and project management tools
• Strong organizational and time management skills, with the ability to prioritise and manage multiple tasks simultaneously
• Detail-oriented with excellent problem-solving skills
• Ability to work in a highly collaborative and team-oriented environment
• Knowledge of project management methodologies, such as Agile or Scrum, is a plus.