Customer Success Administrator at Rising Academy Network

• The Customer Success Administrator will oversee maintaining continuous user engagement, maximizing value, and implementing strategies that boosts overall user support and satisfaction. The ideal candidate will enhance customer experience by efficiently managing user complaints and requests. You must be empathetic, adept at learning and utilizing new products, and capable of communicating effectively with product users.

The Customer Success Administrator will:

• Oversee the full-cycle customer success experience and support for Rori users.
• Review customer issues and ensure near-real-time response to all user requests for help/support.
• Harness automation, surveys and campaigns to increase user engagement and maximize retention.
• Build and implement best-in-class customer support strategies that enhance overall user satisfaction on Rori for students.
• Prepare high-quality customer reports to relevant stakeholders to drive improvement and influence management decisions.
• Minimize customer churn and maintain a high Net Promoter Score (NPS) for Rori.
• Support new customers to fully onboard with Rori and triage any onboarding issues in a timely manner.
• Document customer support interactions, reported bugs and resolutions, and report Rori bot-related issues to Rori Ghana Implementation Lead for timely resolution.

Requirements

Qualifications and Experience:

• 3+ years experience in customer success, user support or in a similar role. Preferably in chat/online spaces.
• Experience in successfully collaborating with diverse teams of technologists, and stakeholders across different countries and time zones.
• Experience using product feedback and data to resolve user complaints and increase user satisfaction.
• Experience promoting value through customer experience and excellent customer support practices.
• Exceptional ability to communicate and foster positive user relationships and engagements.
• Proficient in using Microsoft Office Suite, Google-Suite products and various collaborative tools.
• Technical aptitude and ability to learn the various aspects of products and softwares.
• Experience providing near-real-time response to customers/users, especially those in the sub-saharan Africa regions.
• Minimum of a bachelor's degree.

About You:

• You have excellent verbal and written communication skills, and interpersonal skills.
• You are empathetic and able to interact effectively with product users (students).
• You can communicate with technical teams and stakeholders in a multicultural environment, as well as clearly document reports for these audiences.
• You demonstrate people skills; must be able to collaborate effectively with diverse personalities and skill sets, and enjoy constructive conflict.
• You have a strong track record of professionalism, trustworthiness and working independently sometimes.
• You possess effective relationship building, and teamwork skills.
• You are proactive, self-driven and can take initiative and problem-solve.
• You are comfortable working with senior leadership, reporting on data and outcomes.
• You are willing to take risks, fail, learn, give and receive feedback, and try new approaches.
• You are passionate about improving the quality of education across Africa.