Customer Success Officer Job Centum Nairobi, Kenya
Key Accountabilities:
- Coordinate and deliver seamless client onboarding, including setup, training and go-live support.
- Build and maintain strong client relationships through regular engagement, follow-ups and proactive communication.
- Monitor customer usage and adoption, identifying risks, challenges and opportunities to improve client outcomes.
- Partner with internal teams to resolve customer issues promptly and ensure a positive customer experience.
- Maintain accurate customer records and track key activities, risks, milestones and renewal opportunities.
- Gather and action customer feedback to support continuous improvement in service delivery and customer satisfaction.
- Develop and deliver customer support materials, training resources and user guidance to enhance product adoption.
- Prepare and maintain regular customer success reports, ensuring clear visibility of progress, performance and outstanding actions.
Minimum Requirements:
- Bachelor’s degree in Business, Marketing, BBIT or a related field.
- 1-3 years’ experience in Customer Success, Client Service, Service Delivery, Project Coordination or a similar customer-facing role.
- Strong communication and relationship management skills, with the ability to engage and support clients effectively.
- Strong organisational and execution skills, with the ability to manage multiple priorities and meet deadlines.
- Proficiency in CRM systems, Microsoft Excel and reporting tools such as Power BI or similar platforms.
- Strong analytical and problem-solving skills, with the ability to interpret data and provide actionable insights.
How to Apply
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