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Customer Success Lead, TaroWorks (Customer Relationship Manager)

This job is not FLA Exempt.


Position Title:  Customer Success Lead, TaroWorksStatus:             Full TimeLocation:         Nairobi, Kenya Date:                April 2015Job Summary:  You believe that technology can enable social businesses and non-profits to improve their programs and better serve their beneficiaries. You believe that data has the power to help solve the world’s most complex problems and can contribute to alleviating poverty.  If you love software, love customers, and are prepared to go the extra mile to help them succeed – you’ll enjoy being part of the TaroWorks team at Grameen Foundation.As the TaroWorks Customer Success Lead, (Customer Relationship Manager) you will be responsible for managing new and existing customers – providing assistance during initial implementation and guiding them towards success. You will use TaroWorks’s methodology to shorten the time cycle for them to maximize the value of the product. Your end goal is customer retention and building our renewal business.  Furthermore, you will improve on the Customer Success methodology and work closely with Sales, Marketing, and Customer Support teams to ensure our business processes align themselves with ensuring customer success.TaroWorks is a small team that operates in a startup-like environment - the Customer Success Lead will be expected to contribute in other areas in addition to their core responsibilities as needed.Reporting and relationships:  The TaroWorks Customer Success Lead will report to Group Manager, Product and Professional Services, TaroWorks.Availability:  The Customer Success Lead will be expected to work a standard work week of 40 hours. The position may require domestic and international travel of up to 25%.Essential Job FunctionsOwn subscription renewals for a given territory of existing and new accountsHelp customers define their success criteria and their success metricsOnboard new accounts and ensure a successful implementation while shortening time-to-valueDevelop customer success plans and ensure that customers take ownership to achieve successDevelop deep and broad relationships within your accounts portfolioTrack & monitor account status and identify risks for renewalEnsure any account issues are resolved quickly;  Develop action plans and follow through to eliminate risksAct as a customer advocate by identifying shortcomings in our product or service and communicate internally with the rest of the team in support, sales, marketing and productDevelop a deep understanding of our product and its roadmap, and help customers understand how TaroWorks addresses their specific business needs. Educate customers on the value they can derive from TaroWorksWork with customers to measure the operational impact of TaroWorks on their operations and the social impact on their beneficiariesCollaborate frequently with Sales, Marketing, Product, and Customer Support teams to ensure success across the Customer lifecycleIdentify and manage opportunities for accounts expansion and add-on professional servicesPerforms other duties as assigned.Required Knowledge, Skills, and AbilitiesDeep commitment to eradication of poverty and alignment with Grameen Foundation’s missionProven experience in customer retention and managing a pipeline of renewal opportunitiesProven ability to build strong relationships with customers at multiple levels of the organization, including the C levelGreat communication and account management skillsStrong technical background, with preference given to online software (SaaS) productsBe comfortable with developing and be able to articulate ROI measurementStrong organizational skills with the ability to manage multiple projects simultaneouslyExperience with a plusStrong interest in ICT4DStrong business acumenEducation and ExperienceBachelor degree in a relevant discipline (i.e. Business, Economics, Finance, Computing, Engineering)3-5 years of experience successfully managing customer implementationsAdditional CommentThe above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.  Reasonable accommodations may be made in appropriate circumstances to enable qualified individuals with disabilities to perform the essential functions of this job.Interested applicants please submit your letter of interest and resume HERE. No telephone calls please. 

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