Quality Manager ensuring consistent quality of customer service management at MTN Nigeria. Developing and enforcing policies and managing controls for customer success in the telecommunications sector.
About the role
- Customer Success Manager driving partner engagement metrics at Insider, a leading B2B SaaS company. Collaborating with multiple teams to ensure excellent customer experience and satisfaction.
Responsibilities
- As a Customer Success Manager, you will be responsible for gross retention, CSAT, health score, and lock-in score for partners, and you will take proactive actions to improve these metrics.
- You will coordinate with the Product Onboarding, Technical Account Management, and Account Management teams and act as the primary point of contact for partners.
Requirements
- University degree in Business, Marketing, Engineering, or a related field; MBA preferred.
- 4+ years of relevant experience in customer-facing roles such as customer success, account management, or strategic consulting, preferably in a SaaS environment.
- Knowledge or experience in digital marketing, martech, or advertising.
- Strong written and verbal communication skills in English and Portuguese; Spanish is a plus.
- High sense of responsibility and accountability.
- Strategic thinker with excellent project management skills.
- Ability to build and maintain strong relationships with assigned customers.
- Self-motivated, proactive team player with creative ideas to improve customer loyalty and product adoption.
Benefits
- Access to extensive hard and soft skills training to help you grow and challenge yourself. You’ll have access to 16,000+ online courses taught by industry professionals on LinkedIn Learning.
- Opportunities to share your expertise through training sessions and workshops.
- Company-paid Spotify subscription so you can enjoy your music while you work.
- Opportunity to work in an international, diverse, and inclusive environment.
- A hybrid work model that combines the best of both worlds: three days a week in the office to foster creativity, collaboration, and team spirit.
- Be part of an industry that is shaping the future of customer experiences.
- Don’t believe us? Just ask Google.
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