C
Centum
Customer Success Officer at Centum
Nairobi, NairobiKenyaFull TimeMid-Senior Level
Stand out to recruiters
Get an ATS-compliant resume tailored to roles like this one.
Centum
Get an ATS-compliant resume tailored to roles like this one.
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.