Apply For Customer Success Manager Job - Nigeria

 

About the job

Description

DoubleGDP aims to create better places in the world to live, work, and play by building an end-to-end platform to connect cities and their constituents. For new cities and property developers we help attract great residents, run municipal services efficiently, improve services over time, enable trust and reduce corruption, and adopt best practices from others. For their residents we provide convenient ways to access city services, manage taxes and payments, obtain permits for businesses, events, or development, and share feedback with administrators. We believe that an integrated SaaS platform will provide the cornerstone for modern cities to grow rapidly, adapt quickly to changing needs, and be cost-effective and accountable in their delivery of excellent service. We also believe that the best way for us to deliver on this vision is through an all-remote company that empowers employees and customers through its values of results, transparency, and diversity. More about us is available at https://doublegdp.com.

The DoubleGDP Customer Success Manager is responsible for increasing user adoption within a customer community and ensuring our users achieve their goals. They become a trusted advisor and representative of our customer, helping them to utilize our software and helping our product team understand how to improve the platform to better meet customer needs. They develop meaningful relationships both with residents and community members and city users and managers in order to understand and articulate goals, train people on how our software helps them, and ensure increased adoption and smooth customer operations.

This is a vital role to the success of our community and a key influencer in shaping our product.

Key responsibilities
  • Training and rollout of new features
  • Define user and stakeholder goals and plans
  • Establish a regular communication cadence with key account stakeholders
  • Collect user and stakeholder feedback and share in a structured way with product team
  • Proactively monitor and report on health of customer operations
  • Provide customer support and troubleshooting when issues arise
  • Participate in quarterly business reviews with customer and product team
  • Developing and executing customer programs

Skills and requirements:
  • 5+ years of work experience
  • Excellent verbal and written communication skills
  • Business-level proficiency in English and Spanish is required
  • Proactive mindset, looking for ways to improve and willing to advocate on behalf of users
  • Demonstrated persistent patience in dealing with customers
  • Able to quickly understand our application and relate it to user experience
  • BA degree expected
  • Experience with training or teaching a plus
  • Familiarity with Google Docs, Sheets, and Slides and Slack is required
  • Familiarity with other SaaS software for CRM, ERP, security, or finance is a plus

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