You are here

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. 

Country Director, Kenya and Uganda

This job is not FLA Exempt.


Position:            Country Director, Kenya and UgandaStatus:               Full-Time Employee (24-month contract, renewable) Location:           Nairobi, Kenya or Kampala, UgandaDate:                  July 2015Job Summary & Key Priorities:  Grameen Foundation is seeking a seasoned leader with executive management experience to take on the leadership of its largest country office and global innovation hub in Uganda as well as one of its newest offices in Kenya. The Country Director leads all operations in both countries.  The Country Director’s key priorities will be:Setting the overall strategy for the countries in line with Grameen Foundation’s global efforts to help the world’s poorest people achieve their full potential by providing the information and services they need to transform their lives;Leading fundraising, business development, and strategic partnerships in both countries;Ensuring excellence in programmatic execution of our current and future work;Recruiting, retaining and leading Grameen Foundation's employees in Kenya and Uganda;Serving as Grameen Foundation’s legal and financial representative in Kenya and Uganda.​In all efforts, the Country Director will seek to further the mission of Grameen Foundation to enable the poor -- especially the poorest -- to create a world without poverty. The position will primarily focus on overseeing, expanding and building synergies between Grameen Foundation’s two main Solution Areas: a) mobile agriculture, and b) mobile financial services. ABOUT GRAMEEN FOUNDATIONLearn about our rich, innovative organizational culture and work approach here.Learn about our Mission, Work, and Impact here.ESSENTIAL JOB FUNCTIONSMission & Business ResultsThe Country Director will be accountable for owning and executing on the vision and country-level strategy, and partnering with the Regional CEO to create alignment with GF’s overall strategy and direction   The Country Director is accountable for:Ensuring a high level of execution of our Kenya and Uganda programs  and partnerships for the successful design, delivery, and evaluation of our projects against targets - with an emphasis on disciplined Project Management, and robust M&E.In partnership with the Regional CEO, developing performance targets (aka Country-Level Commitments and GF Dashboard Metrics) including targets contributing to our global organizational goal of reaching 25 million poor people by 2025 with innovations that measurably improve their lives.Identifying innovative solution approaches, aligning these with donor and funder needs, and translating them into actionable plans that staff can execute.Integration ResultsWorking with the global Solution Area teams to create shared direction, align limited resources, and ensure teams deliver integrated solutions and services.Demonstrating the ability to navigate complex issues, with multiple perspectives, in a way that facilitates deep collaboration and timely/data-driven decisions.Holding teams accountable for running effective HR, financial, budgeting, and, business management processes. Driving greater efficiencies in existing HR and finance operational processes.Stakeholder ResultsBuilding strategically valuable and commercially sound new business opportunities that contribute to both the impact and operational sustainabilityPartnering closely with Fundraising Staff to build, maintain and deliver against a robust funding pipeline for Kenya and Uganda.Creating sustainable business models for all product offerings in their portfolio - thinking reflects a focus on engaging scaling partners at the onset.Representing Grameen Foundation externally in Kenya and Uganda and elsewhere, deepening existing relationships and forging new high potential partnershipsLeadership ResultsAbility to maintain high levels of personal effectiveness in varied cultural contexts; combined with a high level of self-awareness, context awareness, curiosity and learning agility that result in productive interactions.Taking a high level of ownership for managing talent and employee engagement on their team - proactively removing barriers to execution. Creating a team climate where staff members feel engaged, motivated and productive; and providing clarity, alignment, strong sense of connection, and development/growth opportunities to their direct reports. Owning and leveraging existing Talent Solutions & Processes.Building a network/pipeline of potential new hires, consultants and experts to effectively resource our work in Kenya and Uganda.Required Knowledge, Skills, and AbilitiesDeep understanding of challenges facing poor, smallholder farmers and corresponding product/solution needs; combined with deep commitment to eradicating poverty.High level of skill required in Solution/Program Design - helping build, pilot, and scale initiatives; and adapting innovations and best practices across geographies.High level of skill required in Business Development: guiding landscape analysis, testing financial models and efficiency/cost analysis, identifying and building a robust pipeline of prospective partners/donors/customers that align with program strategy and GF Mission.Effective Program Management and Strategic Thinking skills that are reflected in effective prioritization and execution.High level of Communication and Collaboration skills; with an ability to influence others without authority, work in a networked organization, and deliver results with diverse partners.Ability to analyze and leverage data to make informed decisions, and ensure their area has effective data/business processes.Fluency and comfort with Human Centered Design principles and Monitoring & Evaluation Frameworks.Specific experience in financial services, agriculture and/or mobile technology is strongly preferred.Education Background and ExperienceRequires a Bachelor’s degree in Business, International Development, Economics, Finance, Engineering or related field, and a Master's Degree is strongly preferred.Requires 10+ years of management level experience in financial services, agriculture, mobile technology, international development, or a related field. With at least 7 years of experience managing teams, experience with remote teams preferred; and at least 2 years of experience working in emerging markets, ideally in Sub-Saharan Africa.Requires excellent written and verbal English language skills.Experience working in a global/multicultural organization, combined with leading funder/investor relationships, across multiple time zones is a strong plus.Strong preference will be given to in-country candidates.The Country Director is expected to work a standard workweek of 40 hours plus additional hours as necessary to get the job done.  This position will need to be flexible to work in local conditions and across different time zones.  This position will require frequent travel (20-25%) between Kenya and Uganda, and periodic travel to other countries. Physical and Environmental Conditions:  This position does not require unusual demands for physical effort.  This position may occasionally require physical effort to lift and transport boxes weighing no more than 50 pounds. Work environment involves everyday risks or discomforts that require normal safety precautions typical of places such as offices, meeting or training rooms, residences, or commercial vehicles; e.g., use of safe work place practices with office equipment, and/or avoidance of trips and falls, and observance of fire regulations and traffic signals.Additional Comment:  The 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 can apply HERE.  No phone call please.  

© 2015 Grameen Foundation

Charity Navigator BBB Rating

site design and development by Firefly Partners