Head of Customer Success at Watu Credit Limited

Job purpose:

Steer customer satisfaction, retention, and growth. The role holder will develop and implement strategies and processes enabling positive and seamless interactions for all customers across all touchpoints.

Key Responsibilities:

• Lead and manage the customer success team, setting clear goals and expectations and providing coaching and development opportunities to team members.
• Develop and implement customer experience strategies and processes to improve customer satisfaction, retention, and growth.
• Establish, measure, and track key customer metrics and reporting processes to evaluate the impact of customer success initiatives on business performance.
• Design and implement customer feedback programs and leverage customer insights to inform business decisions and areas of improvement.
• Develop and implement customer onboarding and adoption programs to drive product usage and customer satisfaction.
• Work closely with cross functional teams to ensure that customer feedback is incorporated into product and service offerings.
• Stay up to date with industry trends and best practices in customer success and implement new ideas and approaches to improve customer satisfaction and retention.

Key Competencies:

• Leadership
• Strategic thinking
• Customer focus/Customer centric mindset
• Strong communication and interpersonal skills
• Analytical and problem-solving

Minimum Qualifications:

• Bachelor’s degree in business administration or a related field
• At least 8 years of experience in customer success, account management with 5 years of experience managing and leading teams, preferably in a customer-facing role.
• Demonstrable success in developing and implementing customer success strategies and processes.
• Knowledge of customer success tools and technologies, such as CRM systems, customer feedback platforms, and customer success analytics tools.
• Knowledge of customer success best practices and trends