Summary

Job Context

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Job Responsibilities

1. Act as a business partner for the Customer Success teams providing data, insights and analysis into programs/reporting on retention, adoption, expansion, risk and customer health and opportunities.
2. Lead process improvements of the Customer Lifecycle: Help determine the timing and content of touch points for CSMs along the customer journey, to drive improved customer experience, product adoption and overall customer health.
3. Risk Management: Define, design and help detect with data driven insights early signals of at-risk renewals and design strategies with CS Leaders to address them, and provide path to escalation, reporting and mitigation.
4. Cross-Functional Collaboration and Partnership: Manage cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to share customer feedback to product, service, support, and operations teams internally.
5. Manage and hold CS team accountable through training, guidelines and process to adhere to reporting and administrative protocols.
6. Generate reporting when necessary for the Customer Success and/or develop better ways to provide meaningful insights, analysis, and trends relevant to the request.
7. Monitor and manage data quality within the systems and work with IT, Finance, Sales Operations, and other internal cross-functional teams to address the root cause of any quality issues and resolve them.

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Experience Requirements

• 1 - 2 years

Educational Requirements

• Bachelor/Honors

Skills

• Excellent analytical, organizational, and problem-solving skills. Exceptional communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels. Ability to thrive in a fast-paced environment. Strong commitment to safety and environmental practices. Strong business acumen, product planning, influencing and critical thinking skills. experience in operations managing client portfolio of varying sizes across multiple markets and/or geographies. Experience mapping the customer journey with a specific focus on advocacy, onboarding, risk management and adoption programs Organized with a proven ability to successfully manage multiple tasks while maintaining high quality outputs and delivering on time and with excellence Problem-solver and critical thinker with the ability to break down complicated issues and simplify complicated processes Strong experience collaborating with cross-functional, multidisciplinary teams

Age

• 23 - 38 Age

Additional Requirements

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Compensation & Other Benefits

• - Mobile Bill , Tour , Holidays , Performance Bonus
• - Salary Review: Half Yearly

Work place

• Work At Office

Employment Status

• Full Time

Gender

• Male , Female

Job Location

• Lesotho