Customer Success Specialist Job at Vencru Nigeria Limited

Vencru Nigeria Limited is a fast-growing invoicing, inventory management, and accounting startup, we know how it feels to lose money, because it’s difficult to track what’s selling the most and where our money goes. That’s why we’re here for you. Our mission is to make it extremely easy for you to manage your business. We’re offering everything you need - professional invoices you can customize, easy storage of client information, tracking of your sales and inventory, and a service that does the math for you - all in one place . Truth is, Vencru gives you wings to stay at the top of your game.

We are recruiting to fill the position below:

Job Position: Customer Success Specialist
Job Location: Lagos
Employment Type: Full Time

Job Summary

• In this role, you will play a pivotal role in ensuring our customers achieve success with Vencru.
• You will be involved in all stages of the customer journey, from initial contact to ongoing support and advocacy.

Responsibilities:
Customer Success & Retention:

• Be a product expert, prepared to train customers on new and existing features through engaging presentations and demonstrations.
• Proactively engage with customers to drive product adoption, identify upsell opportunities, and gather valuable feedback.
• Provide exceptional customer support via phone calls and other channels, promptly addressing inquiries and resolving issues.
• Foster strong customer relationships to build loyalty and maximize customer lifetime values 

Customer Acquisition & Onboarding:

• Convert inbound leads (including those generated through cold emailing outreach) by effectively communicating Vencru's value proposition.
• Develop and execute comprehensive onboarding plans, including hosting webinars and demos, to ensure a smooth customer transition.
• Collaborate with the Sales team to convert template leads into paying customers.

Continuous Improvement:

• Collect, analyze, and leverage customer feedback and insights to contribute to ongoing product enhancements and refine customer success strategies.
• Maintain meticulous records of customer interactions and support cases for future reference.

Collaboration & Growth:

• Build knowledge of customer stories, onboarding plans, success plans, competitive landscape, and identity and access management (IAM) best practices to support overall business success.
• Actively support and participate in business development initiatives and process development.
• Collaborate effectively with cross-functional teams

Requirements

• A minimum of 2 - 3 years of experience in customer service. (Sales or solution consulting capacity in a SaaS organization is an asset)
• A Bachelor's degree in Business Administration, Accounting, Finance, Sales and / or Marketing, Computer Science or a related field
• A passion to serve the customer by learning how to communicate complex ideas and solutions to their business challenges.
• History of delivering compelling presentations and being a trusted advisor.
• Active and thoughtful listener, able to learn from others and leverage feedback.
• Ability to multitask and be solution-based in a client-facing environment
• Passionate for a career in technology.