Watu Credit Limited
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- Lead and manage the customer success team, setting clear goals and expectations and providing coaching and development opportunities to team members.
- Develop and implement customer experience strategies and processes to improve customer satisfaction, retention, and growth.
- Establish, measure, and track key customer metrics and reporting processes to evaluate the impact of customer success initiatives on business performance.
- Design and implement customer feedback programs and leverage customer insights to inform business decisions and areas of improvement.
- Develop and implement customer onboarding and adoption programs to drive product usage and customer satisfaction.
- Work closely with cross functional teams to ensure that customer feedback is incorporated into product and service offerings.
- Stay up to date with industry trends and best practices in customer success and implement new ideas and approaches to improve customer satisfaction and retention.
- Strategic thinking
- Customer focus/Customer centric mindset
- Strong communication and interpersonal skills
- Analytical and problem-solving
- Bachelor’s degree in business administration or a related field
- At least 8 years of experience in customer success, account management with 5 years of experience managing and leading teams, preferably in a customer-facing role.
- Demonstrable success in developing and implementing customer success strategies and processes.
- Knowledge of customer success tools and technologies, such as CRM systems, customer feedback platforms, and customer success analytics tools.
- Knowledge of customer success best practices and trends
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