Key Responsibilities:
- Client Onboarding & Training: Guide new clients through the onboarding process, ensuring they understand how to use the platform’s tools to meet their specific business needs. Provide training on best practices to ensure a smooth transition and maximize client success.
- Client Support & Relationship Management: Manage high-volume communication with clients via phone, email, and text. Address client inquiries and concerns promptly while building strong, long-term relationships. Proactively assess and anticipate customer needs to ensure continued satisfaction.
- Upselling & Growth Consulting: Identify opportunities for upselling and cross-selling additional services based on client needs and business growth potential. Provide strategic advice to help clients leverage the full suite of tools offered.
- Feedback Loop & Performance Monitoring: Act as the voice of the customer by collecting feedback and communicating it to the product and engineering teams. Track client usage metrics, identify opportunities for growth, and monitor success.
- Technical Troubleshooting & Support: Offer technical support for clients who need help with more complex features such as domain names, DNS records, hosting, and email connections.
- Educational Content & Resources: Share resources such as tutorials, best practice guides, and FAQs to help clients navigate the platform. Encourage independent use of these resources.
Qualifications:
- Experience: 1+ years in customer success, operations, or support-related roles. Experience with home service businesses or marketing tech is a plus.
- Communication Skills: Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly. Ability to make customers feel heard and valued.
- Customer-Focused: A customer-obsessed mindset with the ability to prioritize and address customer needs efficiently.
- Time Management & Adaptability: Strong time management skills to handle high communication volumes and multiple accounts. Must be adaptable and proactive in a startup environment.
- Technical Aptitude: Strong computer skills with the ability to learn new tools quickly. Familiarity with web networking (e.g., domains, DNS, hosting, email records) is a big plus. Experience with HTML, CSS, or JavaScript is helpful but not required.
- CRM Proficiency: Experience with CRM tools (preferably HubSpot) or client support platforms like Zendesk or Freshdesk.
What Success Looks Like:
- Meeting or exceeding customer retention and satisfaction goals
- Proactively identifying opportunities to improve customer experience, growth, and retention
- Ensuring clients feel supported and empowered to use the platform fully
- Gathering and relaying client feedback to drive product improvements
- Maintaining high levels of client engagement through educational initiatives and personalized guidance
Application Process:
To be considered for this role these steps need to be followed:
- Fill in the application form
- Record a video showcasing your skill sets
Salary
Competitive
Monthly based
Location
Kurmin Musa, Kaduna State, Nigeria
Job Overview
Location
Kurmin Musa, Kaduna State, Nigeria
