Customer Success Manager at Angled North Limited

Angled North Limited- We help you tell your story as its never been told & achieve what you feared to dream.

 

Customer Success Manager

  • Job TypeFull Time
  • QualificationBA/BSc/HND
  • Experience
  • LocationNairobi
  • Job FieldCustomer Care 

Job Description:

  • Role Overview: The Customer Success Manager (CSM) will be a key player in ensuring our high-performing executive clients achieve their career goals. The CSM will manage the client experience throughout their journey, providing support and ensuring a seamless process through various activities within our Executive Talent Network program.

Key Responsibilities:

Client Onboarding and Engagement:

  • Ensure clients are seamlessly onboarded into the program with proper documentation.
  • Maintain regular communication with clients, providing updates and ensuring they feel supported throughout their journey.

Resource Provision and Guidance:

  • Ensure clients receive all necessary resources, including assigned assessments as well as completed deliverables.
  • Coordinate with career coaches for specialized assistance, such as offer negotiation or advanced interview preparation.

Relationship Management:

  • Build and maintain strong, long-term relationships with clients, ensuring their satisfaction and success.
  • Act as the primary point of contact, addressing clients' questions, concerns, and feedback promptly and effectively.
  • Schedule and conduct weekly or bi-weekly calls to brief clients on the progress of placement efforts and inform them of potential opportunities.

Collaboration and Communication:

  • Work closely with the sales and marketing teams to ensure a seamless client experience from acquisition to service delivery.
  • Collaborate with career coaches and other team members to provide comprehensive support to clients.
  • Participate in team meetings, collect and share client success stories, and contribute to the continuous improvement of our services.

Data and Reporting:

  • Set up our CRM and any other relevant tools to manage all client processes.
  • Track and analyze client progress and outcomes using our CRM and other tools.
  • Prepare regular reports on client success metrics and provide insights to the management team.
  • Identify trends and opportunities for enhancing our client success strategies and processes.

Performance-Based Objectives:

  • Client Satisfaction: Achieve and maintain a client satisfaction score of 90% or higher based on feedback and surveys.
  • Placement Success Rate: Contribute to maintaining or improving our 80% placement success rate within 12 months.
  • Communication Efficiency: Ensure all client queries are responded to within 24 hours and weekly/bi-weekly calls are conducted as scheduled.
  • Resource Delivery: Ensure 100% of clients receive all necessary resources and deliverables on time.
  • Data Accuracy: Maintain accurate and up-to-date client records in the CRM, with zero errors in data entry and reporting.

Qualifications:

  • Bachelor’s degree in Business, Marketing, Human Resources, or a related field.
  • Proven experience in customer success, client management, executive career coaching, or a similar role specifically advising or consulting for high-level executives or high-net-worth individuals.
  • Strong understanding/passion of the job placement, recruitment processes, and/or career transition strategies. Experience with interview coaching is a plus, but we are willing to train on this, if you don’t have the experience already.
  • Excellent communication, interpersonal, and relationship-building skills.
  • Ability to manage multiple clients and tasks simultaneously with a high level of organization and attention to detail.
  • Proficiency in using CRM software and other relevant tools.
  • A genuine passion for helping individuals succeed is non-negotiable. Previous experience helping clients achieve their career goals and a commitment to delivering exceptional client service is a bonus.

What We Offer:

  • Competitive salary and performance-based bonuses
  • Opportunities for professional development and career growth.
  • A supportive and collaborative team environment.
  • The chance to make a meaningful impact on the careers and lives of high-performing executives.

Method of Application

Interested and qualified? Go to Angled North Limited on anglednorth.com to apply

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