Customer Success Manager Job at Crand Technologies

Crand Technologies is a beacon of innovation, dedicated to elevating tech ventures in Africa and beyond. Our focus is on fostering growth and offering mentorship to a diverse range of tech projects. Our flagship, "Dtunes" is at the vanguard, redefining the digital currency landscape with a user-friendly payment platform, enhancing the accessibility and practicality of digital assets for everyone.

We are recruiting to fill the position below:

Job Position: Customer Success Manager

Job Location: Lagos
Employment Type: Full Time

Job Description
As a Customer Success Manager for Dtunes, you will have the chance to:

• Lead the conversation around enhancing customer experiences in the digital age.
• Work in an environment that values creativity, innovation, and diversity.
• Be at the forefront of financial technology, ensuring our customers have a seamless and engaging experience in the cryptocurrency space.
• Enjoy a dynamic work culture that is both challenging and rewarding, with opportunities for professional growth and development.
• Make a real impact by engaging with a community passionate about tech and financial empowerment.

Job Responsibilities

• Manage large amounts of incoming texts.
• Generate sales leads.
• Identify and assess customers’ needs to achieve satisfaction.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal/customer service team sales targets and call/text handling quotas.
• Take the extra mile to engage customers.

Preferred Experience

• B.Sc Degree
• Minimum of 3 years of proven work experience as a customer support agent. Experience as a manager is a plus.
• Track record of over-achieving quota.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.

What We Need From Candidates:

• Passionate about technology and innovation, with a keen focus on staying updated with the latest advancements in customer success strategies, we are seeking a Customer Success Manager who embodies these qualities.
• Collaboration is key in our environment. You'll work closely with cross-functional teams, seamlessly aligning customer success strategies with broader company objectives. Your role involves contributing expertise to customer-focused projects under the guidance of our team lead. Ensuring project success, focusing on quality and efficiency, is essential. We embrace a learning mindset, valuing growth and improvement together.
• As a Customer Success Manager, your ability to articulate compelling narratives about our customer success initiatives, simplifying technical concepts for impactful communication, is invaluable. This skill drives our initiatives forward effectively.
• We value excellence and selfless acts towards great work and productivity. Your dedication to going above and beyond, supporting team members, and fostering a collaborative environment is highly appreciated. Together, we strive for excellence in every aspect of our work.
• A strategic mindset is fundamental, capable of developing and executing customer success roadmaps aligned with our company's overarching goals. Your insights and contributions will shape our customer success strategies, ensuring success in our endeavors.

Why Join Us?
This is a unique opportunity to join a vibrant, forward-thinking team that is shaping the future of digital transactions.

Recruitment Process
There will be five stages of interview;

• Technical test.
• Introductory stage.
• Technical review stage.
• Cultural fits & value.
• Q&A session with Executives.