Customer Success Specialist Job at Monty Mobile

Monty Mobile was founded in 1998 as part of Monty Holding, Monty Mobile is a GSMA certified Open Connectivity SMS Hub and Roaming Broker, working closely with worldwide mobile operators to facilitate the international flow of data, voice and SMS across global markets. Monty Mobile also offers a wide variety of VAS services, Fintech and Game Portals to Operators.

With its innovative solutions, professional customer service and a long-lasting thirst for improvement, Monty Mobile has grown into a key regional player in the telecommunications business, gathering under its portfolio some of the biggest mobile operators and service providers around the world.

We are recruiting to fill the position below:

Job Position: Customer Success Specialist

Job Location: Lagos, Nigeria (On-site)
Job type: Full-time (Associate)

Job Objective

• Your role as the Customer Success Specialist is to be responsible for implementing cross-functional resources & demonstrating a proactive approach to achieving client-business relationships and success.
• You will primarily act as spokesperson with regards to products and services, advocate for each customer, guide them along a path to success and engage resources across Monty Mobile & the outside world.

Main Tasks

• Utilize client relationship to qualify leads and assist the account executive team in cross-selling and up-selling opportunities.
• Generate new sales & Business leads and analyze the market by proactive searching via social media in all means (LinkedIn, networking, Internet, etc.).
• Develop, drive, and manage day-to-day sales activities to increase revenues & buying activities.
• Manage relationships with customers to sustain overall customer growth and satisfaction.
• Support in the development and implementation of sales strategies to penetrate new markets.
• Attain and exceed retention targets.
• Assist with the accounts positioning against competitors.
• Assist in the management of client expectations by acting as a point of escalation when needed.
• Participate in onboarding activities and after sales product demo.
• Organize and coordinate cross-functional resources to meet customer needs and take a proactive role in assisting customer business success.
• Support with the development and improvement of the product by gathering feedback from clients to identify recurring issues.
• Engage in international community of customer success by exchanging expertise and transferring successful practices across regions.

Qualifications

• Bachelor's Degree in Business Management, Communications, or any relevant field.
• MBA Degree is a plus.
• 3+ experience in customer Success or Customer Retention.
• Previous experience in Mobile Messaging/VAS is a must.
• Previous experience in B2B Enterprise, Key Account Management, Customer Success, Client Relations, Professional Services, or business development is a must.
• Professional proficiency in English required.
• Knowledge in B2B Enterprise, Key Account Management, Customer Success, Client Relations, Professional Services, or business development.
• Deep knowledge in customer retention and growth experience.
• Understand customer journey.
• Customer Satisfaction oriented.
• Exceptional and professional communicational skills.
• Strong analytical skills.
• Strong networking and relationship building skills.
• Self-driven and goal oriented.
• Excellent emotional intelligence (EQ) and empathy in understanding the customer’s requirements
• Sense of urgency by recognizing urgent issues in need of resolution and act instantly.
• Positive attitude with high sense of responsibility.
• Ability to solve problems quickly and completely.
• Maturity - provide a good balance of risk taking and judgment; is aggressive and confident; able to operate independently.
• Strong command of details including project status and ability to drive projects to successful conclusion.
• Highly astute with exceptional interpersonal skills, written and verbal communication.
• Excellent judgment and follow through.
• Enthusiastic team player with a strong drive to create positive and dynamic work environment.