Customer Success Officer Job Tier Data Nairobi, Kenya
Tier Data Limited is a technology and digital transformation company helping grow enterprises improve operational visibility, control, efficiency and scale through software, infrastructure, automation, cybersecurity and managed technology solutions.
Tier Data seeks to recruit seeks to recruit a Customer Success Officer responsible for ensuring the successful onboarding, engagement, adoption and ongoing support of customers across the company’s SaaS and enterprise solutions, while driving customer satisfaction, retention and service excellence.
Key Responsibilities
- 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.
Qualifications
- 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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