Lana Healthcare is a leading home-based healthcare provider committed to delivering high-quality care to individuals and families across Nigeria. Our mission is to revolutionize the healthcare industry by providing convenient and accessible healthcare solutions tailored to our client’s needs in the comfort of their home

We are recruiting to fill the position below:

Job Title: Customer Success Manager – CSM

Locations: Kwara, Lagos, Ondo, Osun and Oyo
Employment Type: Full-time

Job Description

• We are seeking a highly motivated and customer-focused Customer Success Manager to join our team and play a pivotal role in ensuring the success and satisfaction of our valued customers.
• As a Customer Success Manager, you will be responsible for building strong relationships with customers, coordinating internal operations, and delivering an outstanding customer experience.

Responsibilities

• Serve as the primary point of contact for assigned customers, building trusted relationships and acting as their advocate within the company.
• Understand customers’ business objectives, challenges, and needs, and proactively address them to ensure their success.
• Collaborate with internal teams, including sales, marketing, product development, and support, to coordinate efforts and deliver seamless service to customers.
• Manage resources effectively to ensure that customers receive the best possible service, including allocating personnel, technology, and other resources as needed.
• Monitor customer satisfaction and feedback, track key performance metrics, and identify areas for improvement to enhance the overall customer experience.
• Manage customer data and information accurately, confidentially, and securely, ensuring accessibility and compliance with relevant regulations.
• Drive customer engagement and retention by fostering loyalty, promoting upsell and cross-sell opportunities, and encouraging ongoing usage and adoption of our products or services.
• Provide timely and effective resolution to customer inquiries, issues, and concerns, ensuring a positive outcome and maintaining high levels of satisfaction.
• Stay informed about industry trends, best practices, and emerging technologies to continuously improve our customer success strategies and practices.

Qualifications

• Bachelor’s Degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 2 years of experience in customer success, account management, or a related customer-facing role.
• Strong interpersonal and communication skills, with the ability to build rapport, influence stakeholders, and drive customer engagement.
• Proven ability to manage multiple projects and priorities in a fast-paced environment, with exceptional organizational and time management skills.
• Analytical mindset with the ability to interpret data, track metrics, and derive insights to inform decision-making and strategy.
• Customer-centric mindset with a passion for delivering exceptional service and exceeding customer expectations.
• Experience working with any CRM systems or customer success tools is a plus.

What We Offer

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and supportive work environment.
• The chance to make a meaningful impact and drive success for our customers and company.

Application Closing Date
19th March, 2024.