Director, Customer Success

Akwajobs   (Remote)

Posted : 18 August, 2022

Category : Marketing and Communication   Location : Remote

Job type : Full Time

---

Director, Customer Success

at THE ROOM

Do you have experience identifying, building and nurturing partnerships within a B2B role? Are you able to wholly embrace a mission and make it a reality? Do you have  exceptional customer experience skills, an eye for detail and a strong track record of curating delightful customer experiences? Have you got  a proven record of building and leading strong teams? Do you  possess a strong quantitative background to support data-informed decision making? Does the prospect of supporting the development of a large-scale, highly innovative enterprise excite you?

Sounds interesting, read on….

ABOUT US

In 2035, Africa will have the largest workforce in the world and will need to catalyse transformation by empowering its largest untapped resource - its people. Fuelled by this, the African Leadership Group is an ecosystem of institutions with a shared vision to harness Africa's abundant human capital and transform the continent and the world by selecting, developing, and connecting 2 million young leaders to opportunities by 2030. ALG was founded over 15 years ago by Fred Swaniker, a serial entrepreneur recognised by Time Magazine as one of the 100 most influential people of 2019. ALX and The Room are two brands of the African Leadership Group. 

ALX is our training arm, focused on developing skills for the fourth industrial revolution (software engineering, devops, data science, etc.) to ensure that Africa is able to compete effectively as the world undergoes a digital transformation. To cement this, through our legal entity  African Leadership International (ALI), we have signed an agreement to acquire Silicon Valley based Holberton Inc. – a project-based, college alternative educating the next generation of software engineers. This will give us ownership of the advanced technology program that will enable us to provide global organizations access to significant untapped pools of talent that can bridge the growing global shortage of technology talent. For more on this, please read this article here. 

The Room our talent placement arm, is a community that our young talent join to access global work opportunities. To learn more about us, please read this article about why we launched The Room & this article about the impact of our development programs on African youth. View this pitch deck to see how we present ourselves to employers.

ABOUT THE ROLE

The Room is searching for a talented Director of Customer Success. Your role will be integral to tracking and maintaining trusted relationships with our existing customers, preventing cancellations, and providing feedback to the company about how we can better serve our customers. 

We need a self-motivated professional with proven managerial experience and an outstanding track record in managing a customer success function. This person would build the Customer Success function from scratch. You must have experience managing customer success agents, analyzing customer data, and fluency in technologies such as CRM, data visualization, and how they enable client retention best practices.

Your duties will include regular communications with our customers who are actively using our “talent as a service” subscription service. You must be able to design and implement programs to increase customer retention, NPS, and contract renewals.  Additionally, you will develop report and forecast KPIs related to customer success and mitigate any unforeseen challenges at every step of the customer experience. In addition to being highly analytical, our ideal candidate will also demonstrate exceptional management and leadership skills.

As the Director of Customer Success, you will be expected to: 

Build a Customer Success function, team, and processes 

• Map the customer journey and identify opportunities to proactively intervene on the client’s behalf
• Build and manage a team of Customer Success representatives 
• Based on your familiarity with current technologies you should evaluate and make recommendations on the CRM, customer engagement tools, call recording tools, and other technologies as you believe can add value.

Drive customer satisfaction using data and technology

• Continuously improve employer NPS score through analysis and reporting on customer needs and success
• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
• Gather feedback and insights on the overall experience of using the product, especially immediately following a hire. 
• Make sure we are touching all of our customers on an ongoing and consistent basis with proactive and regular communications. 
• Quarterly reviews with customers to better understand their business needs and goals. 
• Circulate consolidated critical customer data back into the company, across functional teams in order to improve customer outcomes.

Retain customers and expand revenue

• Use technology to track customer sentiment and proactively manage large numbers of relationships at scale 
• Provide visibility into customer expansion opportunities and feed these opportunities to the sales team.
• Reduce churn by anticipating customer needs, increasing customer satisfaction, and improving responsiveness

REQUIREMENTS: MUST - HAVE

• 5-8+ years of experience in B2B Customer Success management role
• Bachelor’s degree in marketing, business administration, customer service, analysis of customer data, or another related field
• Proven experience in managing client relationships in a B2B role
• Meticulous attention to detail with focus on qualitative data when reviewing performance
• Fluency with Customer Success tools such as CRM, data visualization, and others 
• Strong analytical sense. Ability to generate reports and distill into concise recommendations backed up by numbers.
• Excellent negotiation and leadership skills
• Outstanding written and verbal communication skills
• Experience mitigating customer complaints/feedback and how this can be used to improve performance

REQUIREMENTS: SHOULD - HAVE

• Experience with data visualization tools
• Experience working in tech and versed in industry languages
• Demonstrated ability to learn from experimentation and testing

REQUIREMENTS: NICE - TO - HAVE

• Experience in the recruitment, staffing, or talent placement industries
• Extensive network in our customer base
• Advanced degree in marketing, business administration, or a relevant field

We would like to remind you that this is a remote role, which means that you can work from anywhere in the world. However, the role requires significant overlap with Pacific Time and some overlap with East Africa Time

 

 

ADVERTS

 

We are pleased to introduce to you our Professional CV/Resume, Cover Letters writing services and LinkedIn profile Optimization for all those in search of both National and International Jobs. We have a track record of our CV/Resumes, Cover Letters and well Made-over LinkedIn profiles changing lives in Cameroon and beyond. Book a free consultation with us now for your CVs/ Cover Letter and LinkedIn Profiles optimization at +237674542410.

 

In need of job search assistance too? Do not hesitate, just book a free consultation and get the help you desire to land your next dream job

 

Nous avons le plaisir de vous présenter nos services de rédaction de CV/Resume, de lettres de motivation et d'optimisation de profils LinkedIn pour tous ceux qui sont à la recherche d'emplois nationaux et internationaux. Nous avons un historique de nos CV/Resumes, lettres de motivation et profils LinkedIn bien faits qui ont changé des vies au Cameroun et au-delà. Réservez une consultation gratuite avec nous maintenant pour l'optimisation de vos CV/lettres de motivation et profils LinkedIn au +237674542410.

 

Vous avez également besoin d'aide pour votre recherche d'emploi ? N'hésitez pas, réservez une consultation gratuite et obtenez l'aide dont vous avez besoin pour décrocher l'emploi de vos rêves.

Apply for this job