Customer Success Specialist Job at FlexiSAF Edusoft Limited

FlexiSAF Edusoft Limited is a Software company that is focused primarily on education. Since its inception in 2010, FlexiSAF has continued to take giants strides in reinventing learning and inspiring people to make lifelong positive impact. ‍ With over 500 institutions, (primary, secondary, tertiary, government parastatals and learning centres), over 100 staff and 6 branches, everything we do has our clients at the epicentre.

We are recruiting to fill the position below:

Job Position: Customer Success Specialist

Job Location: Lagos
Position type: Full-Time

Job Description

• Manage a portfolio of customer accounts, developing strong, collaborative relationships to understand their unique needs intimately, challenges, and goals.
• Proactively engage with customers, acting as a trusted advisor and advocate. Identify opportunities to optimize their product usage and ensure their continued satisfaction.
• Deliver exceptional onboarding and training experiences, and equip customers with the knowledge and skills to leverage our products effectively.
• Cultivate key stakeholder relationships – both internally across departments and externally with client contacts – to champion customer success and drive strategic alignment.
• Possess a deep understanding of FlexiSAF's products and services, staying current on the latest features and updates to communicate their value proposition effectively.
• Serve as the customer's voice within the company. Gather and analyze customer feedback, identify trends, and advocate for product improvements based on user insights.
• Implement proactive customer health checks to identify potential churn risks and develop data-driven strategies for retention.
• Collaborate with the sales team to identify upsell and cross-sell opportunities, aligning solutions with evolving customer needs. Additionally, leverage your strong sales skills to close new sales leads discovered during customer interactions.
• Conduct impactful product demos, showcasing the full potential of our offerings and addressing specific customer pain points.
• Utilize CRM software and other customer management tools to maintain accurate and up-to-date customer records, interactions, and feedback.
• Continuously develop your knowledge and expertise by staying abreast of industry trends, customer success best practices, and advancements in educational technology.

Requirements

• Bachelor's Degree in a relevant field (Education, Business, Computer Science, etc.) or equivalent work experience.
• 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.
• A passion for learning and continuous improvement within a dynamic environment.