Customer Success Officer

About us

Info Mind Solutions Plc. (IMS) the parent company of Ethiojobs.net and Dereja.com is the leading digital human resource solution provider in Ethiopia. We specialize in e-recruitment platforms, Ethiojobs.net and Dereja.com, as well as recruitment, executive search, assessment center, payroll management, training, and consultancy. For the last 25 years, IMS has served more than 3,000 international and national organizations in ensuring their Human Capital needs are met.

Currently, Dereja is undertaking projects in tackling the issue of youth unemployment with various partners. Dereja is a pioneer in establishing Career Center services in Higher Education Institutions, organizing regional and national job fairs, designing and delivering employability skills training for fresh graduates as well as working on various additional interventions toward building the youth’s employability skills. Thus, IMS is looking for an Lead Generation Specialist who will be responsible for our clints under Business and development and Customer Engagement department. 

Job Summary:

As a Customer Success Officer within the Business Development and Customer Engagement department, you will play a crucial role in ensuring the satisfaction, retention, and growth of our customer base. You will be responsible for developing and maintaining strong relationships with clients, understanding their needs, and proactively addressing challenges to drive overall success. This role is integral in supporting business growth by maximizing customer value and fostering long-term partnerships.

Key Responsibilities:

1. Client Relationship Management:

   • Build and maintain strong relationships with clients, serving as their primary point of contact.

   • Understand the unique needs and goals of each customer to provide personalized support.

2. Onboarding and Training:

   • Facilitate the onboarding process for new clients, ensuring a smooth transition and understanding of our products/services.

   • Provide training sessions to clients on the effective use of our offerings.

3. Customer Advocacy:

   • Identify opportunities for customers to act as advocates, including case studies, testimonials, and referrals.

   • Foster a customer-centric culture within the organization.

4. Issue Resolution:

   • Proactively address customer concerns and issues, working closely with internal teams to find timely and effective solutions.

   • Serve as a liaison between customers and relevant departments to ensure prompt issue resolution.

5. Feedback Collection:

   • Gather customer feedback on our products/services and communicate insights to internal teams for continuous improvement.

   • Conduct regular surveys to gauge customer satisfaction and identify areas for enhancement.

6. Upselling and Cross-Selling:

   • Identify opportunities to upsell or cross-sell additional products/services to existing customers.

   • Collaborate with the sales team to explore expansion opportunities within the customer base.

7. Retention Strategies:

   • Develop and implement strategies to ensure high customer retention rates.

   • Analyze customer data and trends to identify at-risk accounts and implement retention initiatives.

8. Data Analysis:

   • Utilize customer data and analytics to track and measure the success of customer success initiatives.

   • Generate reports and insights to inform decision-making within the department.

Salary: Per Company Scale

Reports To: Customer Retention Manager

Qualifications:

• Bachelor’s degree in business, Marketing, or a related field.

• Proven experience in customer success, account management, or a related role.

• Strong communication and interpersonal skills.

• Analytical mindset with the ability to interpret data and trends.

• Familiarity with CRM software and customer support tools.

• Goal-oriented with a focus on achieving customer satisfaction and business objectives

Core Competence 

Performance Evaluation Category

• As per the KPI 

• Option to grow to Customer Retention Manager

How To Apply

Interested and qualified applicants can apply on Ethiojobs through the green APPLY NOW Button