Technical Customer Success Executive

SENRI is a cutting-edge mobile and web-based sales automation app designed to revolutionize sales operations and enhance productivity for enterprises. Our mission is to transform the way businesses work and strengthen distribution networks across Africa. Since 2015, we have successfully expanded our services in Nigeria, Kenya, and Uganda with a dynamic multinational team. As we continue to grow, we are looking for a passionate and driven Technical Customer Success Executive to join our team and help us deliver exceptional value to our enterprise customers.

Job Summary:
The Technical Customer Success Executive will play a pivotal role in building and maintaining strong relationships with our enterprise customers during the project implementation phase. This role involves leading training sessions, ensuring customer satisfaction, and addressing technical challenges to maximize the adoption and utilization of the SENRI platform. The ideal candidate will have experience in B2B software customer support, a strong technical aptitude, and a passion for empowering customers to achieve their goals.

Key Responsibilities:

1. Customer Support & Training:

• Provide hands-on support to corporate customers to ensure they fully utilize the SENRI platform.
• Lead training sessions for new customers, including product setup and onboarding.
• Educate customers on best practices to optimize their sales operations using SENRI.

1. Usage Monitoring & Engagement:

• Monitor the usage of sales reps to identify active and inactive users.
• Proactively communicate with sales reps to address challenges and encourage platform adoption.
• Gather feedback from users to identify pain points and areas for improvement.

1. Problem-Solving & Satisfaction:

• Resolve technical and operational challenges faced by customers to ensure high satisfaction levels.
• Collaborate with the product and engineering teams to escalate and resolve complex issues.
• Implement strategies to improve customer retention and reduce churn.

1. Reporting & Communication:

• Prepare and send regular reports on customer usage, satisfaction, and feedback.
• Maintain clear and consistent communication with customers to keep them informed about updates, new features, and best practices.

1. Administrative Tasks:

• Manage customer accounts and ensure accurate documentation of interactions and resolutions.
• Assist in the development of training materials, user guides, and FAQs.
• Support other administrative tasks as required.

Qualifications and Experience:

1. Proven experience in customer support for B2B software services.
2. Engineering background or technical aptitude is a strong plus.
3. Experience in training and onboarding enterprise customers.
4. Strong problem-solving skills and the ability to think critically.
5. Excellent communication and interpersonal skills.
6. Ability to work independently and as part of a multicultural team.
7. Passion for technology and customer success.

Key Competencies:

• Strong organizational and time management skills.
• High level of empathy and customer-centric mindset.
• Ability to adapt to a fast-paced and dynamic work environment.
• Proficiency in using CRM tools and software platforms.