Head of Customer Success at Sunray Ventures
Sunray Ventures
Lagos, Lagos, ng
5d ago
source : Ecadoo

Description Daystar Power Group is a pan African provider of solar power solutions offering its systems on a Power Purchase Agreement PPA fixed monthly fee lease or buy out basis All our solutions are accompanied by comprehensive maintenance services to ensure the solutions run 365 days a year We are currently operational in Ghana and Nigeria We are currently seeking a new Head of Customer Success to manage the operation and maintenance of our sites resulting in a 99 uptime or better And ensuring our customer experience is world class resulting in a Net Promoter Score of 70 or above As Head of Customer Success you will build lead and inspire Daystar Power rsquo s Customer Success team In addition you will spearhead the implementation of best in class Success processes to ensure customer happiness as Daystar Power scales You should enjoy digging into analytics to guide data driven decision making but also be comfortable engaging directly with key customers as the lsquo face of Daystar Power rsquo You will be based in Lagos initially and report directly to Daystar Power Group rsquo s Chief Operating Officer Key Responsibilities Operations and Maintenance Ensure uptime of 99 across all sites Remotely monitor and track each site rsquo s performance Schedule and execute site maintenance activities Supervise site operation to detect and resolve issues swiftly Manage spare parts and repairs as needed Execute warranty claims on equipment with early failure Manage site expenses to ensure profitability Customer Experience Ensure a net promoter score of 70 or above across all customers Research design and implement a mixture of ldquo tech touch rdquo and ldquo people touch rdquo processes to ensure we maintain customer delight as we continue to rapidly scale our customer base On boarding of new customers to ensure smooth transition into using daystar power rsquo s products and service Produce comprehensive Success reports and analyses for senior management and customers Implement and continually optimize the use of a CRM to capture key metrics that guide Success activities Manage contract obligations between Daystar Power and client Create and operate a call centre General Research and deploy new technology onto sites to improve uptime reduce operating costs and increase Net Promoter Score Develop a Customer Success team hiring plan and define the ideal team structure then continue the build out of a best in class Success organization and culture Ensure the Success team has tools and processes in place for maximum effectiveness Collaborate with multiple Daystar Power sub teams e g Sales Project Legal to coordinate smooth customer transitions between the sub teams and promote a seamless customer experience Research new best practices in the developing field of Customer Success and implement these key trends into Daystar Power rsquo s Success initiatives Provide input on the design and prioritization of new features and services based on a thorough understanding of our clients technology and competition Requirements Master s degree in Management MBA or similar Bachelor rsquo s degree in Engineering or Information Technology Minimum of 5 years direct experience managing relationships with business customers preferably with a software product demonstrated track record of managing and nurturing B2B customer relationships and retaining accounts in a start up context a strong plus Prior experience in a management position on a Customer Success team Prior experience in a management position on a Field Service team Prior knowledge of the solar or power industry a plus Demonstrated attention to detail and extraordinary oral and written communication skills required Applicant materials will be assessed according to this requirement Demonstrated experience managing multiple projects simultaneously at various stages Comfortable representing Daystar Power at industry events and with existing clients Comfortable with technology and technical products Demonstrated proficiency and comfort with data analytics and Business Intelligence software suites a strong plus Self starter with enthusiasm for a fast paced high performing start up work environment Experience living and working in an emerging market a plus French language proficiency a plus Benefits Opportunity to work in a forward looking innovative company with international group of colleagues Unlimited career opportunities ndash depending on achievements and personal development A competitive salary and benefits package with long term prospect in a fast growing company

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