A comprehensive health insurance covering a wide variety of needs
Subsidized housing assistance to full time team members
Full time teams members receive a new MacBook laptop when they resume
Enriching staff to achieve their professional development
Team members have 20 days of paid annual leave excluding public holidays.
Spleet is seeking a fresh graduate for the role of Customer Success Associate in our Operations department to be based in Lagos, Nigeria.
The customer success associate will work on ensuring all customers understand, have a good experience and are getting the most out of the Spleet product and services.
Onboarding - Helping customers confidently use the online product. Working with the engineering team by figuring out the beginning of the customer’s journey and ensuring the customer/potential customer has all they need to be productive from their first engagement.
Training - To set customers up for success and make it as easy as possible for them to take advantage of the Spleet product. This involves visiting customers and scheduling conference calls so they have customized training in how your product can be used to meet their particular needs. It also means making sure customers are aware of the resources available for learning about the product.
Gathering Customer Feedback - Another role of the Customer success associate is to regularly check in on the product itself and feedback on the overall experience of using the product - whether the documentation is easy to use, whether the transition to using the product was smooth, and so on.
Managing Communication Infrastructure - Maintaining the infrastructure Spleet uses to communicate with clients is a process of ongoing improvement. This role of the customer success associate entails reviewing the knowledge base, tutorials and training videos if necessary that Spleet presents to customers as well as checking any text included in the text itself. Incorporating customer feedback is part of this process. For example, if multiple clients have the same point of confusion, the knowledge base may need updating to clarify. Also important is ensuring that customers know that these resources exist.
Being A Customer Advocate - As the one most in touch with the customer, the customer success associate will represent the customer; for example, in meetings, in this role, the customer success associate is responsible for ensuring the customer feedback is heard.
Upselling - Identifying opportunities for Spleet to offer additional services to customers due to the fact that the Customer success associate is in touch with customers’ experiences and understanding how these additional products and services intersect with customers’ particular demand.
Firefighting - Dealing with customers’ complaint is one of the most important roles for this Job.
Churn Management - Taking a proactive approach to churn management - that is, making sure that customers are happy and dont leave in the first place. When customers do leave, though, the customer success associate is responsible for following up to gain an understanding on why they left.
Updating Customers - Maintaining a strong ongoing relationship with customers, on behalf of Spleet by providing regular updates and keeping them in the loop about changes in the product and services. It also includes keeping them apprised on how their complaints & requests are being addressed.
Do you want to join an innovative, dynamic and fast growing company? Send a short cover letter and cv to email@example.com with the reference “Customer Success Associate Lagos”Apply