Customer Success Specialist
On-siteLagos, Lagos, Nigeria
Job Summary
Manage a portfolio of customer accounts by proactively engaging as a trusted advisor to understand unique needs, challenges, and goals. Deliver exceptional onboarding and training experiences while conducting product demos that showcase full potential and address specific pain points. Implement proactive health checks to identify churn risks, develop retention strategies, and collaborate with sales to identify and close upsell and cross-sell opportunities. Cultivate key stakeholder relationships internally and externally to champion customer success and drive strategic alignment. Serve as the customer's voice by gathering feedback, analyzing trends, and advocating for product improvements. Utilize CRM software to maintain accurate records and continuously develop expertise in FlexiSAF's educational technology offerings.
Required Qualifications
- Bachelor's degree in a relevant field (Education, Business, Computer Science, etc.) or equivalent work experience.
- Minimum 3-4 years of experience in a customer success, account management, or related role.
- Proven track record of exceeding customer satisfaction metrics and driving customer retention.
- Strong sales skills and a demonstrably successful ability to upsell, cross-sell, and close new sales leads.
- Excellent presentation and communication skills, with the ability to tailor your approach to diverse audiences.
- Proficiency in CRM software and other customer management tools.
- Ability to build strong relationships and navigate complex client environments.
- Excellent time management and prioritization skills to juggle multiple customer needs.
- Strong analytical thinking and problem-solving abilities.
Desired Qualifications
- A passion for learning and continuous improvement within a dynamic environment.
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