Customer Success Manager/Operations Manager

Responsibilities:

Customer Management:

• Serve as the primary point of contact for PearMonie’s users, ensuring their needs are met promptly.
• Build and maintain strong, long-lasting customer relationships by understanding their business goals and providing tailored support.
• Proactively reach out to customers to gather feedback, understand challenges, and identify opportunities for improvement.
• Conduct regular follow-ups with customers to ensure they are maximizing the value of PearMonie’s offerings.

Customer Support:

• Respond to customer inquiries via email, chat, and phone, providing timely and accurate information.
• Address and resolve customer issues, complaints, or technical problems, escalating to relevant teams when necessary.
• Maintain a deep understanding of PearMonie’s products and services to provide expert advice to customers.

Operations Management:

• Oversee day-to-day operational activities to ensure smooth functioning of customer support and service delivery.
• Collaborate with internal teams (product, sales, marketing) to ensure customer needs are met and operational processes are optimized.
• Monitor and analyze customer support metrics to identify trends and areas for improvement.
• Develop and implement processes to improve customer onboarding, engagement, and retention.

Training and Documentation:

• Create and maintain customer-facing resources, such as FAQs, user guides, and tutorials, to help customers navigate PearMonie’s platform.
• Train new customers on how to use PearMonie’s tools effectively, ensuring they get the most out of the platform.

Feedback and Reporting:

• Collect and report customer feedback to the product team for potential feature enhancements and bug fixes.
• Generate regular reports on customer satisfaction, support metrics, and operational efficiency.

Continuous Improvement:

• Stay up-to-date with industry trends and best practices in customer success and operations management.
• Recommend and implement improvements to enhance the customer experience and operational effectiveness.

Requirements:

• 1-3 years of experience in customer success, operations management, or a related field.
• Strong communication and interpersonal skills, with a customer-first attitude.
• Problem-solving mindset, with the ability to manage multiple priorities and deliver results under pressure.
• Experience with CRM software and customer support tools is a plus.
• Ability to work independently and as part of a team in a fast-paced environment.
• Excellent organizational and time management skills.

Why Join PearMonie?

• Opportunity to make a significant impact on the growth and success of SMEs in Nigeria.
• Collaborative and inclusive work environment.
• Professional growth and development opportunities.

Location: Fully remote (Lagos)

Application Process: Interested candidates are encouraged to submit their resumes on the Jobberman platform.