Koko Networks Manager, Customer Success Jobs in Rwanda

Koko Networks Manager, Customer Success Jobs in Rwanda

Your Role:

As the Customer Success Manager and Department Head at KOKO Networks, you will play a critical role in leading the Customer Success function and ensuring the overall success of our customers. You will serve as the boss and mentor to all Customer Success Representatives and work closely with the Customer Success Team Leaders to drive productivity and excellence in customer interactions. Your strategic vision and leadership will be essential in achieving high levels of customer satisfaction, retention, and brand loyalty.

What you will do:

Customer Success Strategy and Leadership

Develop and implement the overall Customer Success strategy, aligning it with the company's objectives and customer-centric values.

Lead and inspire the Customer Success team to deliver exceptional customer experiences and meet performance targets.

Performance Management and Coaching:

Collaborate with Customer Success Team Leaders to set clear performance goals and targets for Customer Success Representatives.

Provide regular coaching, feedback, and mentorship to direct reports, fostering their professional growth and development.

Customer Success Process Optimization:

Continuously evaluate and optimize customer success processes, ensuring efficiency and effectiveness in customer interactions.

Implement best practices and standard operating procedures to enhance the customer onboarding, engagement, and follow-up processes.

Customer Engagement and Relationship Management:

Oversee the customer engagement strategy, ensuring a proactive and customer-focused approach in driving habit formation and ongoing product usage.

Establish strong relationships with key customers and strategic partners to strengthen KOKO's position in

the market.

Data Analysis and Insights:

Utilize customer data and feedback to analyze trends, identify areas for improvement, and develop data-driven strategies to enhance customer satisfaction and retention.

Regularly report on key performance metrics and provide insights to the leadership team.

Collaborative Cross-Functional Leadership:

Work closely with the other departments and the Head of Commercial to align customer success initiatives with overall business objectives.

Collaborate with other department heads to foster a culture of customer-centricity throughout the organization.

Customer Success Team Development:

Oversee the recruitment, training, and development of Customer Success Representatives.

Foster a positive and supportive work environment that promotes teamwork, collaboration, and a strong customer-first mindset.

What you will bring to KOKO

University degree

Previous customer service experience

Passion for customer service

High degree of self-motivation

Results orientation and comfort in a performance-driven work environment

Strong written and oral communication skills

Data analysis skills

How to Apply

For more information and job application details, see; Koko Networks Manager, Customer Success Jobs in Rwanda

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