Customer Success Manager Job at Cam Dairy Foods Limited

Cam Dairy Foods Limited is a pastoralist-driven Nigerian dairy company. We are building a new economy that’s centred around real dairy; one that reintroduces fresh milk to Nigerian households, nourishes our growing population and eradicates poverty for our pastoralist suppliers and their communities.

We’re establishing the supplier base and building the infrastructure to solve Nigeria's raw milk supply problem while making dairy products to address widespread nutritional gaps. Our goal at scale is to create a massive income boost for 500,000 pastoralists and 10,000 youth entrepreneurs living in extreme poverty and to nourish millions of customers with essential nutrients.

We are recruiting to fill the position below:

Job Position: Customer Success Manager

Job Location: Abuja (FCT)
Employment Type: Full-time

Role Summary

• The Customer Success Manager role is an essential position at Câm. We are looking for a person who is excited about providing potential and existing customers with exceptional experiences and services by identifying their needs, responding to their queries, and collaborating with internal departments to optimise the customer experience and increase brand awareness.
• This role requires excellent communication and negotiation skills, and in-depth product knowledge. It also requires proficiency in the use of technology to input data, develop reports and manage systems.

Responsibilities

• Turn prospects into loyal clients and raving fans by developing and sustaining long-lasting relationships with customers. Calling potential customers to explain company products and encourage purchases by uncovering their true needs and recommending the best Câm products
• Use automated, user-friendly systems, reports, dashboards that will support our analytical and business needs
• Full ownership of queries and complaint flow for our customers
• Effectively use technology-driven communication tools to communicate with our customers, including phone calls, WhatsApp, email, social media, and Customer Relationship Management (CRM) software.
• Take a solution-oriented approach to solve customer inquiries, assist in placing orders, and offering additional products to fit the customer needs
• Direct point of contact to handle questions and complaints ensuring a successful customer journey and experience
• Provide insights from customer engagement that will support analytics, business strategy and enhance the customer experience
• Oversee the entire sales process from accepting customer orders up to the point of delivery
• You will be required to review sales data to determine trends in productivity, and prepare accurate reports using data from internal and external sources.

Skills and Attributes:

• Competency in word processing, use of spreadsheets, database and presentation software
• Problem-solving and analytical skills
• Excellent product knowledge
• High level of integrity
• Excellent phone etiquette skills
• Excellent oral and written communication skills
• “Can do” attitude and willingness to take initiative
• Extremely polite and can operate with a high level of professionalism
• High level of organizational skills with strong attention to detail
• Excellent conflict resolution skills - can work through difficult problems
• Ability multitask and use project management tools like google calendar
• Team player and collaborator
• Passion for social impact business models (creating a positive impact through your job!)
• Ability to build relationships and influence people at all levels and functions.

Requirements

• Undergraduate Degree from a tertiary institution - BA or B.Sc
• 3-4 years of relevant experience
• 2 years of experience in a supervisory capacity
• Professional Certificate relevant to role or additional two years of experience
• Certificate in a productivity tool (Microsoft/Google)
• Excel Basic Level Certification
• Experience managing at least three persons for at least 1 year
• Experience training a new employee on the job at the same level or below.