Key Facts

Remote From:

Nigeria

Full time

Mid-level (2-5 years)

English

Hard Skills

Other Skills

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Training And Development
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Success Driven
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Communication
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Relationship Building
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Proactivity
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Writing
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Social Skills
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Problem Solving

Roles & Responsibilities

Bachelor's degree in Business, Communications, or related field
3+ years of experience in customer success, support, or contact center management
Strong writing skills and experience creating customer-facing documentation
Familiarity with CRM and support platforms

Requirements:

Serve as the primary point of contact for customer inquiries, ensuring timely and effective resolution.
Monitor and improve customer satisfaction metrics (CSAT, NPS, etc.).
Develop and maintain a robust knowledge base, including articles, FAQs, troubleshooting guides, and product documentation.
Oversee day-to-day operations of the call center/contact center, analyzing metrics and implementing improvements to service levels and customer experience.

Job description

We are a leading IT Services and Consulting company. Our mission is to deliver innovative solutions that drive business success for our clients.

We're looking for a proactive, customer-focused Customer Success Account Manager to drive satisfaction, retention, and long-term value. This role involves building strong client relationships, overseeing support operations, and enhancing the customer experience through strategic engagement and efficient knowledge management. The ideal candidate is results-driven, passionate about service excellence, and skilled in creating scalable support resources.

Key Responsibilities:

Customer Support & Success

Serve as the primary point of contact for customer inquiries, ensuring timely and effective resolution.
Monitor and improve customer satisfaction metrics (CSAT, NPS, etc.).
Collaborate with cross-functional teams to address customer pain points and drive continuous improvement.

Knowledge Base & Documentation

Develop and maintain a robust knowledge base, including articles, FAQs, troubleshooting guides, and product documentation.
Work closely with product and support teams to ensure content accuracy and relevance.
Implement feedback loops to continuously update and improve content based on customer interaction.

Customer Engagement & Retention

Build strong relationships with customers to understand their needs and ensure long-term success.
Identify upsell and cross-sell opportunities in collaboration with sales and account management teams.
Develop onboarding and training programs to help customers maximize product value.
Oversee day-to-day operations of the call center/contact center, ensuring high service levels and operational efficiency.
Analyze call center metrics and implement strategies to improve performance and customer experience.

Qualifications:

Bachelor's degree in Business, Communications, or related field.
3+ years of experience in customer success, support, or contact center management.
Strong writing skills and experience creating customer-facing documentation.
Familiarity with CRM and support platforms.
Excellent communication, problem-solving, and interpersonal skills.
Ability to analyse data and translate insights into actionable strategies.

Preferred Skills: