Customer Success Manager at Hello Tractor

Hello Tractor is a social enterprise focused on improving food and income security throughout sub-Saharan Africa. Our low-cost “Smart Tractor” pairs its owner with hundreds of farmers, requesting and pre-­paying for tractor services via SMS messages. We coordinate this pairing seamlessly through our cloud-­booking platform.We are recruiting to fill the position below:Job Title: Customer Success ManagerLocation: NigeriaJob SummaryThe Customer Success Manager will be responsible for leading our customer success team.You will also be responsible for creating the best experience for our customers.You must be a highly effective communicator who is organized, efficient, and adaptable.You’ll be in constant communication with our customers, beginning with understanding their needs.You will be part of a high performance and quickly growing team at Hello Tractor that is making it easier for tractors to reach farmers in need of mechanization services.You must possess enthusiasm, a strong work ethic, and be a team player.The ideal candidate will be as passionate about Hello Tractor as they are about providing an exceptional experience for every customer and are motivated by shared success.We’re looking for a driven, innovative CSM who is interested in using their customer relationship management and strategic leadership skills to help us achieve our goal of being a trusted and valued partner for our customers.ResponsibilitiesThe Customer Success Manager will be responsible for:Designing, developing and deploying customer success strategies to retain customersBuilding and operating processes to streamline and strengthen communication with customersProviding day-to-day management of customer issues and questionsWorking closely with the Sales and Marketing teams to grow new business and drive in-account expansionWorking closely with Product and Engineering teams to identify opportunities for future product functionality and provide insight on customer experiencePartnering with Sales and Marketing to ensure the appropriate onboarding and training plans and ensure they are communicated effectively to prospectsAdditionally, the Customer Success Manager should be able to:Define processes and KPIs to ensure process adherenceDefine Customer Success Management metrics and process for strategic accountsSurpass targets and drive team performanceTackle multiple accountsCreate customer training plan and templatesPrioritize customer needs based on resource availability and importance 

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