Customer Success Manager at eProcess Consulting Limited

eProcess Consulting Limited is a Nigerian cybersecurity firm. eProcess Consulting, formed in August 2010, provides information security services based on five Information Security and Infrastructure Pillars: Identity, Protect, Detect, Respond, and Recover. Our customers come from a variety of industries, including financial services, oil and gas, energy, education, and government, and our service offerings are designed to assist our clients in generating revenue, increasing cost-effectiveness, managing regulatory compliance, analysing information security risk, and providing proven solutions to mitigate identified risks and transition to next-generation technology.

Title: Customer Success Manager

Location: Ikeja, Lagos

Employment Type: Full-time

Job Description

• We are looking for a driven, patient, and passionate problem solver to join our team. In this role, you will be responsible for managing existing customer relationships and onboarding new customers.
• We’re looking for superior people skills and a positive attitude.
• As a key member of our leadership team, you will help craft the company’s customer success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences.
• Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.

Responsibilities

• Build & strengthen customer relationships
• Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services
• Manage Incidents and Issues with existing customers to ensure prompt issue resolutions
• Address, resolve, and record any customer issues that arise about business growth, billing, and general account satisfaction
• Monitoring customer accounts to ensure that they are having a positive experience with the company’s products or services
• Documenting customer interactions with details about the nature of the interaction and any resolutions achieved
• Coordinating with other departments such as engineering, marketing, and sales to ensure that customers’ needs are met
• Interacting with customers via phone calls, emails, web chats, or text messages to answer questions about products or services
• Recommend new services/solutions or make suggestions for improvements by identifying relevant features and benefits.

Qualifications

• HND or Bachelor’s Degree preferred in any relevant field
• 2-3 years of experience in communications, marketing, sales, account management, or customer success
• Familiarity with Manage Engine Service Deskplus.
• Strong verbal and written communication, strategic planning, and project management skills
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• A positive, polite, confident, sincere, and friendly disposition
• Preferrable Female.

Deadline: 27th November, 2023.

How to Apply: Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the mail.