Address : Lagos
About Traction Apps’s Job offer
Job title : Customer Success Analyst Traction Apps
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About Traction Apps
Traction Apps is a technology company focused on technology solutions for SMEs relating to merchant management and payments.
Traction Apps is a division of Traction Venture Partners Limited, a venture building platform seeking to build and enable a B2B ecosystem in emerging markets
Traction is a mission-driven, fast-paced and entrepreneurial environment, led by ex McKinsey consultants
The company presents a rich opportunity for our team members to drive meaningful growth and address real problems
About the Customer Success Analyst Role
The Customer Success associate role is at the nerve center of Traction Apps. You’ll be the primary representative of Traction Apps to all our merchants and their first point of call when they have a question or need help
More importantly, Customer Success Analysts are the primary liaisons between Traction Apps and our top customers.
In this role, you will serve as a cross-functional liaison working with product, engineering, business development, marketing, and finance to drive Traction Apps’ most important strategic priorities.
Deliver great customer experience while providing technical support via Calls or Chat or in person
On-board and train new customers on the product
Offer additional products and services that help our customers reach their goals, which will include selling products and services they need to be more successful
Use a timely & professional approach to respond to chat & email tickets, as well as phone calls and in-person meetings
Deliver value to the company through customer conversion, retention, and cross selling of our products
Must be able to remain focused in a fast paced environment, helping as many customers as possible each day
Identify, document, and follow up with Traction Apps’ engineers on product bugs and features, while taking ownership of customers’ issues
Recognise opportunities to update external Support Center content and internal Customer Success documentation
Analyse trends in customer issues and suggest improvement ideas and plans
Treat Customer Success as a product at Traction Apps, requiring improvements and iteration on the customer experience.
Exceptional oral and verbal communication skills, especially over the phone
Experience working in a customer-centric, cross-functional role at a technology company or a background in hospitality, retail or a customer-facing role
Problem-solving skills you enjoy digging into a problem and finding a solution
The ability to tailor a custom customer success experience to address the unique requirements of individual Traction Apps customers
A strong interest in receiving and implementing feedback and focus on improvement
A passion for Traction Apps and desire to help customers.