Customer Success Manager-Saas at agriBORA

Key Responsibilities of the Role

• You will onboard the different tier customers of the company and maintain a healthy post-sign-up relationship leading to a high renewal/retention rate.
• You will oversee training for both staff and clients to ensure understanding of all agriBORA services and products and keep customers updated on opportunities to enhance their business.
• You will make customers aware of resources such as knowledge base articles, tutorials, how-to videos, and webinars. You will also be responsible for making such learning resources into an information pack relevant to the different customer segments. They may include short SMSs, short videos, and brochures among others.
• You will gather customer feedback and share it with relevant internal teams to improve the product and/or establish better Customer Support practices. This will include maintaining a register of bugs on our SaaS platform and coordinating with the IT teams to ensure they are quickly resolved.
• You will analyze customer data and help them discover aspects of the product that are most beneficial to them.
• You will carry out periodic health checks to avoid churn.
• You will keep customers updated on changes to the product(s) they’re using, new features, and new products they might find useful.
• You will lead customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals.
• You will identify and communicate with the sales team opportunities for upselling and cross-selling through a review of customers’ progress.
• You will identify Most Inspiring Stories and recommend them for video features, case studies, etc. both internally and externally through opportunities for media engagement.
• Any other duties reasonably assigned.

Person specification

• University degree in an IT related field and Communications or Marketing/ Sales with a minimum 3 years of experience in customer service or client-facing position strongly preferred
• Significant professional experience in the agricultural sector supporting customers adopt digital tools.
• Proven record of capacity building and offering business development support to customers e.g farmer facing organizations.
• Excellent communication skills and ability to package information for different audiences.
• Experience carrying out needs assessments and identifying gaps from different customers.
• Experience solving problems and offering creative solutions.
• Ability to develop short videos to guide customers and also create learning resources for youtube and other channels.
• Tech savvy and excellent command of computer skills.
• Excellent team player able to work with culturally and geographically diverse teams.
• Advanced interpersonal and verbal communication skills with high emotional and social awareness.
• Fluency in English both oral and written. Fluency in other local languages is desirable.
• Willingness and ability to travel across the country.
• Strong commitment to the mission, vision, core values, and culture code of agriBORA, including a commitment to diversity, equity, inclusion, and safeguarding.