GUS Consulting Limited is a dynamic provider of value-adding services to the oil & gas, energy & maritime industries. Over the years, our service delivery method has remained of the highest industry standard.
We are recruiting to fill the position below:
Job Title: VP, Account Management and Customer Success
Location: Victoria Island, Lagos
Employment Type: Full-time
The Role
In this role you will be responsible for building out a robust, Customer Success Program, including finding innovative ways to accomplish identified outcomes.
You will own the post-sale customer journey, including onboarding and training, technical support, referral requests, and cross-selling new products or functionality into our existing customer base.
While we have had great customer support and retention thus far, you will be in a position to make a big impact moving forward, carrying the torch and upholding the standards of service for hundreds of Terragons customers.
Onboarding and training
Oversee our primary contacts for the onboarding of new customers, training of platform end-users.
Oversee completion of customer needs and/or management of contractors and outsourced resources to perform work.
Oversee management of the knowledge base, addition of new articles as needed and ensuring everything is up-to-date and accurate.
Become a subject matter expert on our technology, and clearly articulate its value in writing, over the phone dialog, and at the occasional in-person industry event.
Support and retention
Deepen our customer retention support by preparing the strategy and program for this while working closely with the commercial team to roll this out
Oversee providing exceptional customer support within established SLA guidelines, track and report out related metrics.
Oversee management of the long-term health of the customer base by identifying and preempting areas of risk or concern; drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed by extracting the most value from our SaaS tools.
Understand customer sentiment and outcomes by communicating, defining and tracking health metrics, run NPS and gather other feedback.
Oversee maintenance of a cadence of communicating with customers about needs and adoption trends via surveys and other tools, and educating them via their preferred channel of communication.
Sales and product
Represent the voice of the customer to provide input into every core product, marketing and sales process.
Collaborate with the engineering and product development team to troubleshoot technical issues raised by customers.
Curate the forums, utilize surveys and webinars to determine what feature requests are most needed, and advocate for them on the product team.
Collaborate closely with sales to drive opportunities.
Who We Are Looking for
Master's Degree
You are passionate about tech products & services and what it can accomplish. (Bonus: you understand the challenges our ideal clients face and are excited to be of service to this market.) In addition:
You have 9+ years of experience in a similar role, 3+ of which should be from a SaaS company.
You have a high level of attention to detail, and accuracy matters to you.
You are empathetic and have a real desire to help our customers reach their goals.
You have good taste: not necessarily a design background, but you know what good looks like (or simply how to rectify bad content, and teach clients good vs bad).
You can get excited about helping our users get the most out of our tools – including giving tough love when they are using them incorrectly.
You are driven, self-motivated, enthusiastic, have a “can do” attitude and a results-driven mentality with a bias for speed and action (while not missing the details!)
You have excellent communication and interpersonal skills, and are able to be flexible and operate effectively with uncertainty and change.
Bonus:
You have a good understanding of marketing and martech solutions, and you have great experience with CRM systems such as Hubspot, Salesforce, Zoho, etc.,
You’re just as happy getting your hands dirty with implementation work as you are building out high-level systems/processes, and managing a large team.
What You Will Enjoy
Salary Range: Attractive
Health Insurance
Hybrid work (In-office and WFH)
Leave allowance
Application Closing Date
16th June, 2022.
Method of Application
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the email.