Job Vacancies at dipoleDIAMOND

dipoleDIAMOND - We are a Business Solutions and Training firm committed to finding cost-effective solutions for Startups, SMEs and Enterprises. We are “life-learners” passionate about technology and education and always seeking out better ways of solving problems. We believe in the power of technology to transform lives, disrupt industries, solve problems, drive growth, improve efficiency and create value for all stakeholders.

dipoleDIAMOND Limited is an Intelligent Process Automation (IPA) consulting firm providing transformative solutions for businesses embracing digital transformation. Since 2015, we have helped our clients reduce costs, increase efficiency, employee productivity, and remain competitive. As a Process Maker Elite Partner and a UiPath Silver Partner, we offer our clients professional services in the areas of Business Process Management (BPM), Robotic Process Automation (RPA), Digital Assistant Solution (Chatbot), and Software Development and Integration (SDI) to deliver on their digitization and automation goals.

We are recruiting to fill the position below:

Job Position: Customer Success Manager
Job Location: Lagos
Job Type: Full time
Work Model: Flexible
Industry: IT Services

Job Description

• We are looking for a technically savvy individual with a strong drive for results for the role of a Customer Success Manager (CSM).
• Duties for the CSM will include a broad range of tasks such as maintaining ongoing customer relationships and networking, designing and implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn rate for our enterprise solutions clients.
• You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests appropriately.
• Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed promptly.
• Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively.
• The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.
• As a Customer Success Manager at dipoleDIAMOND, you will have to understand the customers’ psyche, their needs, and enhance their customer experience by improving the sales demos and onboarding process.

Responsibilities

• Develop and manage client portfolios.
• Sustain business growth and profitability by maximizing value.
• Analyze customer data to improve customer experience.
• Have a good grasp of our products and services.
• Hold product demonstrations for customers.
• Improve onboarding processes.
• Evaluate and improve training and other communication infrastructure.
• Undertake on-site visits to clients.
• Mediate between clients and the organization.
• Handle and resolve customer requests and complaints.
• Minimize customer churn.
• Aid in product design and product development.
• Establish clear client retention goals
• Process milestones for the clients and employees to work toward
• Assist customers with setting up and navigating programs or software
• Promote the value of the product
• Upsell services and products with the brand image.

Requirements

• 3-4 years of experience in a B2B SaaS company in a customer-facing customer success field.
• Smart thinker, innovator, decision-maker who can inspire customer loyalty.
• Great leadership and communication skills
• Have an acumen and tact of handling C-Suite discussions
• Experience in handling customer complaints and queries tactfully, and diplomatically to ensure that they stay subscribed to our product
• Experience working with brand image and promoting value through customer experience
• Knowledge of customer success processes.
• Experience in document & slide deck creation, and business writing.
• Technical skills required and ability to learn new software.
• Self-driven and proactive nature.
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards.

Benefits
Gross Monthly Salary: N300,000 (Before Tax)

Interested and qualified candidates should: Click here to apply online

Job Position: Technical Support Engineer

Job Location: Lagos, Nigeria
Industry: IT Services
Work Model: Flexible

About the Job

• We are looking for a dedicated Technical Support Engineer to provide enterprise-level assistance to our customers in a timely and satisfactory manner. 
• In this role, your duties will include assisting customers with application installations, resolving queries via our support platform, and escalating serious issues to the software development team. 
• You will use email, phone, chat applications, and on-site visit to give clients quick resolution to IT issues. 
• You will implement new software applications and upgrades and observe their development, review error logs, oversee source code repositories and software configurations, and work with third-party software vendors as needed.
• If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Ask customers targeted questions to understand the root of the problem quickly
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Refer to internal database or external resources to provide accurate tech solutions
• Prioritize and manage several open issues at one time.
• Maintain jovial relationships with clients
• Take ownership of customer issues reported and see problems through to resolution
• Provide prompt and accurate feedback to customers
• Ensure proper recording and closure of all issues
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles.
• Prepare SDDs (solution design documents)
• Organize, prepare for and handle QAT sessions.
• Follow the SLA for issues with respect to the severity.
• Engage on-site visit to client premises when the need arises.

Requirements and Skills

• B.S Degree in Information Technology, Computer Science or relevant field
• Proven work experience as a Support Engineer or similar role (Experience is ProcessMaker or UiPath would be highly considered)
• Work Experience: 1-3 years
• Basic scripting, programming, and coding.
• Hands-on experience with Windows/Linux/Mac OS environments
• Knowledge-based systems (KBS), PHP, C#, vb.NET, JavaScript, Python, or similar scripting languages, Microsoft SQL, MySQL, or PostgreSQL, NoSQL databases
• Remote software, Cyber security, Virus protection software, Backup software, Network monitoring software
• Knowledge of operating systems, web services, and API.
• Knowledge of remote access systems such as Zoho Assist, AnyDesk, etc.
• Exceptional ability to prioritize and diagnose IT problems.
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues and SaaS solutions.
• Proficiency in remote desktop and helpdesk software, such as Zendesk and Zoho Desk.
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.

Benefits
Gross Monthly Salary: N250,000 (Before Tax)

Interested and qualified candidates should: Click here to apply online

Job Position: Training Program Manager
Job Location: Gbagada, Lagos
Job Type: Full time
Industry: IT Services

Job Description

• Training Program Manager manages all operational activities of the training center including staffing, facilities, and coordination with participants, vendors and suppliers.
• Develops corporate training center strategies and initiatives that reflect the organizations goals.
• The manager prepares business plans that support the operation of the center and adhere to budget. May collaborate with educational institutions to provide additional or specialized training.
• Additionally, may be responsible for supervising trainers and instructors.  
• The role requires carrying out several important duties such as participating in the planning, creation, and implementation of training programs, booking and setting up classrooms and training venues, managing schedules, and several other daily duties as required by the management.
• It also entails writing initial draft materials for new training programs by reviewing, evaluating, and modifying existing and proposed programs, while also recommending changes that are appropriate to enhance effectiveness.

Responsibilities

• Participating in the planning, development, creation, and implementation of training programs.
• Manages subordinate staff in the day-to-day performance of their jobs.
• Ensures that project/department milestones/goals are met and adhering to approved budgets.
• Maintaining up-to-date, correct, and accurate training records, such as trainee lists, schedules, attendance sheets, and so on
• Booking classrooms or other appropriate venues and ensuring that they are properly set up.
• Overseeing the preparation and dissemination of materials such as instructional notes, feedback forms, and so on.
• Serving as a bridge or a point of contact for vendors, participants and stakeholders.
• Handling and resolving issues as they arise.
• Gathering, filing, and submitting reports as required.
• Ensuring that participants and vendors follow established guidelines and policies.

Requirements

• A Bachelor's Degree in Management or in a similar field.
• At least 2 years of proven work experience as a training administrator or in a similar role.
• Proficiency in Microsoft office and adequate knowledge of databases and Learning Management Systems (LMS).
• The ability to work effectively and efficiently under pressure, and strong endurance skills.
• The ability to multitask, and excellent organizational skills.
• Outstanding oral and written communication skills to converse effectively with trainees and vendors.
• Excellent interpersonal skills which enable a training administrators to serve as a point of contact for vendors and participants.
• Strong stakeholder and program management skills.
• Self-reliance and strong problem solving skills.
• Ownership, execution, consulting and influencing skills.

Benefits

• Gross monthly salary (before tax/deductions) of N250,000
• Performance bonus
• Flexible work.

Interested and qualified candidates should: Click here to apply online

Note

• Only apply if you meet the requirements as non-fit applications will be discarded.
• Due to the volume of applications received, we may? not be able to get back to unsuccessful applicants.