3,750 Lead Customer Success Advocate jobs in Kenya
Lead Customer Success Advocate
Posted 19 days ago
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Job Description
Are you passionate about providing unparalleled support and building lasting relationships? Our client is looking for a highly motivated and experienced Lead Customer Success Advocate to join their thriving, fully remote customer service team. This role is integral to ensuring our clients' customers receive outstanding assistance, fostering loyalty, and driving satisfaction. You will be the primary point of contact for escalated customer issues, providing expert solutions and guidance. Your responsibilities will include managing a queue of support tickets, responding to customer inquiries via multiple channels (email, chat, phone), and troubleshooting technical or service-related problems. A key aspect of this role involves collaborating with internal teams to resolve complex issues and identify trends to improve our products and services. You will also be responsible for creating and maintaining support documentation, FAQs, and training materials for both customers and junior support staff. We are seeking an individual with exceptional communication and problem-solving skills, a proactive approach to customer engagement, and a genuine desire to help others. The ability to work independently, prioritize tasks effectively, and maintain a positive attitude in a fast-paced remote environment is essential. This position offers a rewarding career path with opportunities for growth, all while working from the convenience of your chosen location. Become a vital part of our client's mission to deliver exceptional customer experiences, supporting customers in the vicinity of Eldoret, Uasin Gishu, KE .
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Lead Customer Success Advocate - Tech Solutions
Posted 10 days ago
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Job Description
Our client is looking for a passionate and experienced Lead Customer Success Advocate to join their dynamic, fully remote team. This role is pivotal in ensuring our customers derive maximum value from our innovative tech solutions. You will be responsible for leading a team of Customer Success Managers, developing and implementing strategies to enhance customer satisfaction, retention, and loyalty. The ideal candidate will have a deep understanding of customer support best practices, a knack for problem-solving, and a proven ability to build strong, lasting client relationships in a virtual setting. You will act as the primary point of escalation for complex customer issues and work collaboratively with product and sales teams to improve the overall customer experience. Key Responsibilities:
- Lead, mentor, and manage a remote team of Customer Success Managers, setting performance goals and providing regular feedback.
- Develop and refine customer success strategies and playbooks to drive customer adoption, engagement, and retention.
- Proactively identify opportunities to increase customer value, upsell, and cross-sell relevant products or services.
- Serve as a key point of contact for high-profile clients, addressing escalated issues and ensuring timely and effective resolution.
- Monitor customer health metrics and implement proactive measures to mitigate churn risks.
- Conduct regular business reviews with clients to understand their evolving needs and ensure alignment with our solutions.
- Collaborate with product development, sales, and marketing teams to advocate for customer needs and drive product improvements.
- Develop and deliver training materials and resources for both internal teams and customers.
- Analyze customer feedback and usage data to identify trends and inform strategic decisions.
- Foster a customer-centric culture across the organization.
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Lead Customer Success Advocate (Remote)
Posted 13 days ago
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Job Description
Our client is looking for a passionate and skilled Lead Customer Success Advocate to join their fully remote team. Based virtually with a focus on clients in the Kisumu, Kisumu, KE region, this role is pivotal in ensuring exceptional customer experiences and fostering long-term client relationships. You will be the primary point of contact for a dedicated portfolio of clients, proactively engaging with them to understand their needs, address challenges, and guide them towards achieving their goals using our client's products and services. Responsibilities include managing inbound customer inquiries via multiple channels (phone, email, chat), providing timely and accurate resolutions, escalating complex issues to appropriate internal teams, and documenting all interactions in the CRM system. As a Lead, you will also mentor and train junior customer success representatives, develop best practice guidelines, and contribute to the continuous improvement of customer support processes. Proactive outreach to clients to gather feedback, identify upsell or cross-sell opportunities, and ensure client satisfaction and retention are key performance indicators. The ideal candidate will possess outstanding communication, problem-solving, and active listening skills, coupled with a patient and empathetic demeanor. Previous experience in a customer-facing role, preferably in a SaaS or technology environment, is essential. A strong understanding of customer relationship management principles and experience with helpdesk software are required. You should be adept at managing multiple priorities, working efficiently under pressure, and maintaining a positive attitude. This remote role requires self-discipline, excellent time management, and a commitment to delivering superior customer service from the comfort of your home office. We are seeking individuals who are driven by a desire to help others succeed and who thrive in a collaborative, remote-first environment. This is an excellent opportunity for a seasoned professional to make a significant impact on customer loyalty and company growth.
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Lead Customer Success Manager - Tech Support
Posted 11 days ago
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Job Description
Our client, a rapidly expanding software solutions provider, is seeking a proactive and empathetic Lead Customer Success Manager specializing in Technical Support. This fully remote position offers an exciting opportunity to guide a team of support specialists and ensure exceptional service delivery to our valued clientele. You will be instrumental in fostering strong customer relationships, resolving technical challenges efficiently, and driving customer satisfaction and retention. As a remote leader, you will empower your team and champion best practices in customer support from anywhere.
Key Responsibilities:
A Bachelor's degree in Business Administration, Computer Science, or a related field is required; a Master's degree is a plus. A minimum of 6 years of experience in customer success, account management, or technical support, with at least 3 years in a leadership or supervisory role, is essential. Proven experience with CRM software and customer support ticketing systems is mandatory. Strong understanding of software applications and IT infrastructure is highly desirable. Exceptional problem-solving, communication, and interpersonal skills are critical for building rapport with customers and leading a remote team. This role is key to maintaining high levels of customer satisfaction for our users supporting services related to Kakamega, Kakamega, KE .
Key Responsibilities:
- Leading and mentoring a team of Customer Success Managers and Technical Support Specialists, providing guidance and performance feedback.
- Developing and implementing strategies to enhance customer satisfaction, loyalty, and retention.
- Overseeing the resolution of complex technical issues, ensuring timely and effective solutions are provided to customers.
- Establishing and monitoring key performance indicators (KPIs) for the customer success and support teams, such as response times, resolution rates, and customer satisfaction scores.
- Acting as a point of escalation for critical customer issues, working collaboratively to find appropriate resolutions.
- Developing and maintaining comprehensive knowledge base articles, FAQs, and training materials for customers and internal teams.
- Gathering customer feedback and insights to inform product development and service improvements.
- Collaborating with sales, product, and engineering teams to ensure a seamless customer experience.
- Proactively identifying opportunities to improve customer onboarding, training, and ongoing engagement.
- Staying abreast of product updates, industry trends, and best practices in customer success and technical support.
A Bachelor's degree in Business Administration, Computer Science, or a related field is required; a Master's degree is a plus. A minimum of 6 years of experience in customer success, account management, or technical support, with at least 3 years in a leadership or supervisory role, is essential. Proven experience with CRM software and customer support ticketing systems is mandatory. Strong understanding of software applications and IT infrastructure is highly desirable. Exceptional problem-solving, communication, and interpersonal skills are critical for building rapport with customers and leading a remote team. This role is key to maintaining high levels of customer satisfaction for our users supporting services related to Kakamega, Kakamega, KE .
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Lead Remote Customer Success Advocate
Posted 4 days ago
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Job Description
Our client is looking for an exceptional Lead Remote Customer Success Advocate to join their dynamic and growing team. In this fully remote position, you will be at the forefront of ensuring our customers achieve their desired outcomes while using our products and services. You will be responsible for leading a team of customer success advocates, providing guidance, mentorship, and training to foster a high-performance culture focused on customer satisfaction and retention. Your role will involve developing and implementing strategies to enhance the customer journey, proactively addressing potential issues, and identifying opportunities for upselling and cross-selling. You will act as a primary point of contact for escalated customer issues, working collaboratively with internal teams, including support, sales, and product development, to find timely and effective resolutions. This position requires a deep understanding of customer relationship management, excellent communication skills, and a passion for delivering outstanding service. You will be instrumental in developing and refining our customer success playbook, including best practices for onboarding, ongoing support, and feedback collection. Data analysis will be a key component of your role, as you'll track key customer success metrics, such as churn rate, net promoter score (NPS), and customer lifetime value (CLV), to inform strategic decisions and drive continuous improvement. The ability to build strong, lasting relationships with clients, understand their business needs, and translate those into actionable insights for our company is crucial. You will also be involved in creating customer success content, such as knowledge base articles, FAQs, and user guides, to empower customers and reduce support load. This role is ideal for a motivated individual who thrives in a remote work environment and is passionate about empowering customers and driving their success. The role is based in Mombasa, Mombasa, KE, but is operated entirely remotely.
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Remote Customer Success Lead - Technical Support
Posted 19 days ago
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Job Description
Our client is seeking a dedicated and experienced Remote Customer Success Lead to spearhead their customer service and technical support operations. This role is entirely remote, offering flexibility and the opportunity to build a world-class support experience from anywhere. You will be responsible for leading a team of customer support specialists, ensuring timely and effective resolution of customer inquiries, technical issues, and product-related challenges. The ideal candidate will have a deep understanding of customer service best practices, a passion for problem-solving, and strong leadership capabilities. Key responsibilities include developing and refining support processes, training and mentoring the support team, monitoring support metrics (response time, resolution rate, customer satisfaction), and acting as a point of escalation for complex issues. You will also play a crucial role in identifying trends in customer feedback and support tickets, proactively communicating these to product and development teams to drive product improvements. Excellent communication and interpersonal skills are vital for managing a remote team and interacting with customers across various channels (email, chat, phone). Proficiency in helpdesk software and CRM systems is required. This position demands a proactive approach to customer satisfaction, a commitment to continuous improvement, and the ability to foster a positive and supportive team environment, even when working remotely. You will be empowered to implement innovative solutions that enhance the customer experience and build lasting relationships. We are looking for a leader who can inspire their team to deliver exceptional service and contribute to the overall success and reputation of our client. This role requires strong organizational skills and the ability to manage workload effectively in a distributed team structure.
Key Responsibilities:
Key Responsibilities:
- Lead and manage a remote customer support and helpdesk team.
- Develop and implement effective customer service strategies and processes.
- Ensure prompt and accurate resolution of customer inquiries and technical issues.
- Train, mentor, and motivate customer support specialists.
- Monitor key performance indicators (KPIs) for customer service operations.
- Act as an escalation point for complex customer issues.
- Analyze customer feedback and support trends to drive product improvements.
- Manage and optimize helpdesk software and CRM systems.
- Foster a positive and customer-centric team culture.
- Communicate effectively with internal teams and external stakeholders.
- Bachelor's degree in Business, Communications, or a related field.
- Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a leadership role.
- Proven experience managing remote support teams.
- Strong understanding of customer service principles and best practices.
- Proficiency with helpdesk ticketing systems (e.g., Zendesk, Intercom) and CRM software.
- Excellent problem-solving, communication, and interpersonal skills.
- Ability to work independently and manage time effectively in a remote setting.
- Experience in developing training materials and conducting team performance reviews.
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Lead Customer Success Manager - Technical Support
Posted 19 days ago
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Job Description
Our client is revolutionizing the customer service landscape and seeks a highly experienced Lead Customer Success Manager specializing in Technical Support to join our fully remote, globally distributed team. In this crucial role, you will be at the forefront of ensuring our diverse clientele receives exceptional support and achieves maximum value from our innovative solutions. You will lead a team of dedicated support professionals, fostering a culture of proactive problem-solving, technical excellence, and unparalleled customer satisfaction. Your expertise will be vital in developing and implementing best practices for technical issue resolution, customer onboarding, and ongoing client engagement. This is a remote-first opportunity, demanding exceptional organizational skills, strong leadership capabilities, and the ability to motivate and guide a team operating across different time zones. We are looking for a strategic thinker who can identify trends in customer issues, translate them into actionable product improvements, and drive initiatives that enhance the overall customer experience. Your passion for technology and commitment to customer advocacy will be key to your success. Responsibilities include:
- Leading and mentoring a high-performing team of technical support specialists.
- Developing and refining technical support processes and workflows to optimize efficiency and effectiveness.
- Serving as an escalation point for complex technical issues, providing expert guidance and solutions.
- Proactively identifying customer needs and potential challenges, developing strategies to address them.
- Collaborating closely with Product, Engineering, and Sales teams to ensure seamless customer experiences.
- Creating and maintaining comprehensive knowledge base articles and support documentation.
- Tracking key performance indicators (KPIs) for the support team and identifying areas for improvement.
- Conducting regular team meetings and providing constructive feedback and performance reviews.
- Championing customer feedback internally to drive product and service enhancements.
- Ensuring timely and effective resolution of all customer inquiries and support tickets.
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Lead Customer Success Manager - Remote Support
Posted 19 days ago
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Job Description
WhatJobs is looking for a seasoned Lead Customer Success Manager to spearhead our remote customer support and success initiatives. In this fully remote role, you will be the champion for our customers, ensuring they achieve their desired outcomes while using our products and services. You will lead a team of customer success professionals, providing guidance, mentorship, and setting high standards for service delivery. Your primary focus will be on building strong, long-lasting relationships with our clients, understanding their evolving needs, and proactively identifying opportunities for them to maximize their value from our offerings. This position demands exceptional communication skills, a deep understanding of customer relationship management, and the ability to resolve complex issues efficiently. You will develop and implement customer success strategies, monitor key performance indicators (KPIs), and drive initiatives to improve customer satisfaction and retention rates. As a leader in a remote-first environment, you'll be responsible for fostering collaboration and engagement within your distributed team. This includes setting clear expectations, facilitating regular check-ins, and promoting a culture of continuous improvement. You will also work closely with product and sales teams to provide valuable customer feedback and insights, influencing product roadmap development and sales strategies. The ideal candidate will have a proven track record of managing customer success at a senior level, with extensive experience in SaaS or technology sectors. You should be adept at handling escalations, performing root cause analysis, and implementing process improvements. The ability to lead, motivate, and develop a remote team is paramount. You will be instrumental in shaping the customer experience, ensuring that every interaction is positive and contributes to long-term loyalty. This is a critical role that requires a strategic mindset and a passion for delivering outstanding customer value. Join our growing team and help us redefine customer success in a fully remote setting.
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Lead Customer Success Manager - Remote Tech Support
Posted 11 days ago
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Job Description
Our client, a rapidly expanding technology firm, is seeking a dynamic and empathetic Lead Customer Success Manager to manage their remote customer support and success operations. This role is crucial for ensuring our clients' maximum satisfaction and value realization from our innovative products. You will lead a team of customer success representatives, providing guidance, training, and performance management to deliver exceptional support experiences. As this is a fully remote position, strong leadership, excellent communication, and the ability to foster a positive team environment virtually are paramount. Responsibilities include: developing and implementing customer success strategies to drive user adoption, retention, and satisfaction; managing the day-to-day operations of the remote customer support team; onboarding new customers and ensuring a smooth transition to product utilization; proactively identifying and addressing customer needs and potential issues; acting as a primary point of contact for high-value clients; analyzing customer feedback and usage data to identify trends and opportunities for product improvement; developing and delivering training materials for customers and internal teams; collaborating with sales and product development teams to ensure customer needs are met; maintaining comprehensive customer records and documentation. The ideal candidate will have a proven track record in customer success or account management, preferably within the tech industry, with a deep understanding of customer support best practices and CRM systems. This is an exciting opportunity to shape the customer experience for a growing company and contribute to its success from anywhere, impacting user communities that rely on services relevant to the Meru, Meru, KE region and beyond. We are looking for a motivated individual passionate about building strong customer relationships and driving positive outcomes in a remote setting.
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Customer Support Specialist - Technical Account Management
Posted 5 days ago
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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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