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  • Posted: Jan 25, 2022
    Deadline: Not specified
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    As the pioneering fintech platform for the informal retail ecosystem, Nomanini connects merchants and distributors to each other and global service providers, integrating payments, working capital, and data analytics to unlock the latent potential of Africa’s economy. Nomanini turns any mobile device into a retail point-of-sale solution for informal...
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    Customer Success Manager

    Description

    Nomanini, founded in 2011, is a pioneering fintech company that provides informal retail merchants with access to digital payment solutions and credit to improve their business. Our platform provides interoperable retail payments and supply chain financing by combining new digital financial services with existing distribution networks.

    Nomanini currently has 25+ staff and is growing 500% year-on-year, expecting to continue scaling up at this rate for the next 3-5 years.

    This role is an opportunity to have a massive positive impact on many tens of thousands of lives. We are looking for someone who finds motivation in the work we do and is willing to work with us to deliver services in this underserved space.

    Nomanini’ s values, outlined below, are critical to our success:

    Be honest ... so we ... communicate frequently and candidly.

    Value discussion ... so we ... make deliberate decisions.

    Focus on results ... so we ... get stuff done.

    Experiment ... so we ... learn and grow by taking controlled and deliberate risks.

    Respect people ... so we ... value diversity of thinking.

    At Nomanini, we believe that the people who work with us and for us are our most important resource. Nomanini is a diverse and distributed team of people based in cities like Nairobi, Johannesburg, and Cape Town among others.

    Nomanini is searching for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We’re specifically looking for a Customer Success Manager who will roll up their sleeves and help craft the company's customer success strategies, building strong relationships with customers and collaborating with cross-functional teams internally to deliver consistently excellent customer experiences. Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you should have relevant project implementation skills, client experience and a demonstrated record of analyzing and optimizing campaigns.

    This role works directly with customers to ensure they are getting the most out of a product or service. Furthermore, the Customer Success Manager acts as a liaison between Nomanini and our major customers, incorporating product expertise and customer feedback.

    In order to succeed in this role, this person needs:

    • Project coordination and implementation skills

    • In-depth knowledge of the product and service

    • Understanding of the customer and their needs

    • Skills to proactively orchestrate the customer’s journey towards their reaching their goals

    Customer Success Manager analyses the goals of the customer, maps out the steps to achieve these goals, and then takes action to ensure they are met.

    Due to the changing priorities of Nomanini the candidate needs to be resilient with the ability to be flexible, robust and support the fast-paced changes as required.

    Key Performance Areas:

    1. Maintain Customer Relationships and ensure Customer Success

    • Establishing good working relationships with our key partner and provide advise to consumers on how best to use the business products/ services

    • Serve as the day to day contact for our key banking partner, building trust and rapport while identifying areas if opportunity

    • Review the customer journey, identifying how it is supported, taking a consultative approach in helping customers to overcome issues and achieve goals

    • Facilitate interaction and workflow between internal stakeholders to ensure om time deliverables

      • Responsible to liaise internally to inform all internal stakeholders of recurring customer issues with products and services and ensure internal alignment to address customer issues

      • Collaborate with the Product and Engineering teams to ensure customer feedback is taken into account and customer success measurements are achievable

    • Maintain and develop customer success metrics and data as directed

    • Keep updated on the latest customer success practices in order to keep the business at par or even ahead of competitors in the industry, enabling the business’s advanced customer acquisition and retention.

    2. Project Implementation

    • Responsible for implementation of multiple projects and/or systems in various countries across Africa, and ensuring the KPI’s for these projects are tracked.

    • Provide implementation support and expertise for deployments.

    • Continual review and improvement of the framework.

    • Project reporting for business and customer consumption.

    • Ensure high levels of customer satisfaction ( from Product to Dev to Implementations to Support).

    • Review customer product demands, develop project plans and ensure implementations are completed on time and within budget.

    • Ensure projects are implemented in line with contractual obligations and local regulatory requirements.

    • representation to customers.

    • Design and apply appropriate project management standards.

    • Responsible for compiling project evaluation and analysis documents following each project and sharing with respective departments.

    • May be involved in pre-sales product demonstrations or provide assistance in scoping projects and developing proposals.

    • Follow market activity to anticipate new trends and capture business opportunities.

    • Manage future implementations and system enhancements by collaborating with various business areas and system owners.

    3. Project Support

    • Achievement of customer service objectives through the contribution of customer support information and strategic plans.

    • Identify customer service trends, determine system improvements, and implement changes that improve existing strategies and bring about improvement in customer support initiatives.

    • Establishes and improves customer service policies and procedures for the department, ensuring full implementation of the customer support strategies across the business and seamlessly to partner companies.

    • Manage all consumer complaints or feedback in a satisfactory manner, resolving all issues within reasonable time.

    • Participates in communication with consumers, investigating and resolving consumer problems of a complex and long-nature as well as high-value customers.

    Requirements

    Qualifications and Experience:

    • Appropriate degree in business and /or social sciences

    • At least 3 - 5 years project management experience

    Technical Skills

    • Project Management skills

    • Good technical and product know how

    • Customer Relationship building

    • Excellent organisation and time management skills

    Behavioural Competencies

    • Superb Communication skills

    • Excellent organisation and time management skills

    • Ability to handle a number of diverse and complex problems at the same time

    Method of Application

    Interested and qualified? Go to Nomanini on apply.workable.com to apply

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