6 Crm Systems jobs in Kenya
Senior Customer Success Manager - Remote Client Relationship Lead
80200 Casuarina
KES480000 Annually
WhatJobs
Posted 6 days ago
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Job Description
Our client, a rapidly growing SaaS company, is seeking an experienced and dedicated Senior Customer Success Manager to join their fully remote team. This crucial role focuses on building and nurturing long-term relationships with key enterprise clients, ensuring they derive maximum value from our innovative software solutions. You will act as the primary point of contact, guiding clients through implementation, adoption, and ongoing support, ultimately driving retention and expansion. Your responsibilities will include understanding client business objectives, proactively identifying opportunities for improvement, and advocating for client needs internally. You will develop success plans, conduct regular business reviews, and monitor client health to anticipate and mitigate churn risks. This role requires a deep understanding of customer relationship management principles and a passion for delivering exceptional service. Key duties involve: onboarding new clients and ensuring a seamless transition, conducting training sessions and workshops, proactively engaging with clients to ensure product adoption and satisfaction, identifying upsell and cross-sell opportunities, resolving client issues efficiently and effectively, collaborating with sales, product, and support teams to advocate for client needs, and tracking key customer success metrics. The ideal candidate possesses a Bachelor's degree in Business, Marketing, or a related field, with at least 5 years of experience in customer success, account management, or a client-facing role within the SaaS industry. Excellent communication, interpersonal, and problem-solving skills are essential. A strong understanding of CRM software and customer success platforms is required. You must be highly organized, proactive, and capable of managing multiple client relationships simultaneously in a remote setting. This is a fantastic opportunity to contribute to client success and drive growth within a supportive, remote-first culture.
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Customer Support Specialist - Technical Account Management
00201 Ongata Rongai, Rift Valley
KES190000 Annually
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Posted today
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Job Description
Our client is seeking a dedicated and customer-focused Customer Support Specialist to manage technical accounts. This is a fully remote position, offering the opportunity to provide exceptional service and support to clients from anywhere. You will be responsible for building and maintaining strong relationships with a portfolio of key customers, ensuring their satisfaction with our products and services, and serving as their primary point of contact for technical inquiries and issues. The ideal candidate will have excellent communication and problem-solving skills, a thorough understanding of our client's offerings, and a proactive approach to customer success. You will collaborate with internal teams, including sales, engineering, and product development, to address customer needs and provide timely resolutions. This role requires empathy, patience, and a genuine desire to help clients succeed. Key responsibilities include: managing customer inquiries via phone, email, and chat, troubleshooting technical issues and guiding customers through solutions, proactively communicating updates and product information, gathering customer feedback and relaying it to relevant departments, identifying opportunities to upsell or cross-sell relevant products, ensuring customer retention and loyalty, and documenting all customer interactions and resolutions. This remote role demands strong organizational skills, the ability to work independently and manage your time effectively, and excellent virtual communication capabilities. You will be the voice of the customer within the organization. We are looking for a detail-oriented individual with a passion for customer service and a commitment to building lasting client relationships. If you are a skilled customer support professional ready to make a significant impact remotely, we encourage you to apply. This role supports our client's customer relations and technical assistance efforts related to **Ongata Rongai, Kajiado, KE**.
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1
Customer Support Lead - Technical & Account Management
50200 Tuwan
KES75000 Annually
WhatJobs
Posted 15 days ago
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Job Description
Our client is seeking an experienced and empathetic Customer Support Lead to manage their fully remote customer service and helpdesk operations. This role is pivotal in ensuring exceptional customer satisfaction and maintaining high standards of support delivery. The ideal candidate will have a proven track record in customer service management, technical troubleshooting, and team leadership within a remote environment. You will be responsible for overseeing a team of customer support representatives, providing training, coaching, and performance management to ensure consistent service quality. Your duties will include developing and refining customer support policies and procedures, managing support queues, and ensuring timely resolution of customer inquiries and issues across multiple channels (phone, email, chat, social media). A deep understanding of our products and services is essential to provide effective technical support and guidance. You will also be involved in analyzing customer feedback and support data to identify trends, areas for improvement, and opportunities to enhance the overall customer experience. Escalation management and complex issue resolution will be a key part of your responsibilities. This position requires excellent communication and interpersonal skills, strong problem-solving abilities, and the capacity to remain calm and effective under pressure. Leadership experience, particularly in managing remote teams, is highly valued. You will foster a positive and collaborative team culture, promoting a proactive and customer-centric approach. This is an exciting opportunity to lead a vital function within a forward-thinking organization, making a direct impact on customer loyalty and business success. The **Bungoma, Bungoma, KE** region is an important operational focus, and this role will ensure our customers in and around this area receive unparalleled support, bridging geographical distances through effective remote assistance. You will be instrumental in shaping our customer support strategy and driving continuous improvement initiatives.
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2
Senior Customer Support Lead - Technical & Escalation Management
00200 Ngong
KES600000 Annually
WhatJobs
Posted 15 days ago
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Job Description
Our client, a fast-paced technology company specializing in innovative SaaS solutions, is seeking an experienced and highly motivated Senior Customer Support Lead to manage their remote customer support operations. This pivotal role will involve leading a team of support specialists, overseeing complex technical issues, and ensuring exceptional customer satisfaction. You will be responsible for developing and implementing support strategies, processes, and tools to deliver timely, accurate, and efficient resolution of customer inquiries and escalations. The ideal candidate will possess strong leadership skills, a deep understanding of customer service best practices, and a proven ability to manage and resolve technical challenges in a remote environment.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a team of remote customer support representatives, fostering a positive and high-performing work environment.
- Oversee the daily operations of the customer support function, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Handle complex technical issues and customer escalations, providing expert guidance and timely resolution.
- Develop and refine customer support processes, workflows, and documentation to improve efficiency and customer experience.
- Identify trends in customer inquiries and issues, collaborating with product and engineering teams to address root causes and implement preventative solutions.
- Develop and deliver training programs for the support team on product knowledge, troubleshooting techniques, and customer service skills.
- Utilize and manage customer support software and tools (e.g., ticketing systems, CRM, knowledge bases) to optimize support operations.
- Monitor customer feedback and satisfaction metrics, implementing strategies to enhance overall customer loyalty.
- Contribute to the development of self-service support resources, such as FAQs and knowledge base articles.
- Act as a point of escalation for critical customer issues, ensuring prompt and satisfactory resolution.
- Collaborate with other departments to ensure a seamless customer journey from pre-sales to post-sales support.
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Service & Support Lead - Remote Team Management
10200 Meru , Eastern
KES370000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Senior Customer Service & Support Lead to manage and inspire their remote customer support team. This is a fully remote position where you will be responsible for overseeing daily operations, ensuring exceptional customer experiences, and driving continuous improvement in service delivery. You will lead a team of support agents, providing coaching, training, and performance management to foster a positive and productive work environment.
The ideal candidate will have a proven track record in customer service management, with extensive experience in handling complex customer issues, resolving complaints, and implementing service excellence initiatives. You will be proficient in utilizing CRM systems, ticketing software, and other customer support tools. This role requires strong leadership, communication, problem-solving, and analytical skills. You will analyze customer feedback and support metrics to identify areas for improvement, develop training materials, and ensure adherence to service level agreements (SLAs). Your goal will be to elevate the customer support function and build lasting customer loyalty.
Key Responsibilities:
The ideal candidate will have a proven track record in customer service management, with extensive experience in handling complex customer issues, resolving complaints, and implementing service excellence initiatives. You will be proficient in utilizing CRM systems, ticketing software, and other customer support tools. This role requires strong leadership, communication, problem-solving, and analytical skills. You will analyze customer feedback and support metrics to identify areas for improvement, develop training materials, and ensure adherence to service level agreements (SLAs). Your goal will be to elevate the customer support function and build lasting customer loyalty.
Key Responsibilities:
- Lead, coach, and mentor a remote team of customer service representatives.
- Oversee daily support operations, ensuring timely and effective resolution of customer inquiries.
- Develop and implement customer service policies and procedures.
- Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction.
- Analyze customer feedback and support data to identify trends and areas for improvement.
- Develop and deliver training programs for new hires and ongoing staff development.
- Handle escalated customer issues and complaints with professionalism and efficiency.
- Collaborate with other departments to resolve complex customer problems.
- Contribute to the continuous improvement of customer service processes and tools.
- Foster a positive and customer-centric team culture.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service or support, with at least 2 years in a leadership or supervisory role.
- Proven experience managing remote or distributed teams.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and helpdesk ticketing systems.
- Strong understanding of customer service principles and best practices.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Analytical skills to interpret data and drive improvements.
- Ability to work independently and manage time effectively in a remote setting.
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