The Role
Manage an assigned client portfolio, build customer relationships, conduct check-ins, resolve issues, handle escalations, and follow up on overdue payments. Maintain accurate records in CRM and project management tools, identify recurring issues, support retention improvements, and collaborate with sales, product, and marketing teams. Provide timely assistance during assigned shifts while applying knowledge of solar financing products and customer success processes.
Summary Generated by Built In
Summary
We are seeking a proactive Customer Success Analyst dedicated to delivering outstanding client experiences. In this vital role, you will serve as the main liaison for our client base, guiding them through SunFi's financial products to ensure their satisfaction and long-term success. Your efforts will be essential in fostering strong, lasting relationships and cultivating high levels of customer loyalty.
Responsibilities
- Portfolio Stewardship: Act as the primary advocate for an assigned group of clients, managing their accounts and ensuring their needs are met.
- Strategic Engagement: Initiate regular check-ins and lead meaningful conversations focused on delivering value, strictly adhering to company protocols.
- Financial Oversight: Manage payment reminders and conduct empathetic follow-ups on overdue accounts to maintain the financial health of the portfolio.
- Issue Resolution: Serve as the first point of contact for troubleshooting, diagnosing problems, and providing immediate solutions to customer inquiries.
- Escalation Management: Identify complex issues requiring higher-level support, follow proper escalation procedures, and ensure all matters are resolved within designated timeframes.
- Team Collaboration: Actively contribute to team meetings, strategy sessions, and collaborative projects with enthusiasm and focus.
- Data Accuracy: Ensure precise and up-to-date record-keeping across Zoho CRM, Monday.com, and Google Sheets, recognizing that data integrity is critical.
- Process Expertise: Master internal customer success workflows to deliver a superior client experience and leverage product knowledge to help clients maximize value.
- Trend Analysis: Identify recurring client issues and develop strategies to address them quickly, thereby improving overall retention rates.
- Operational Efficiency: Complete all client management duties within scheduled shifts and rotations while maintaining high standards of performance.
- Cross-Functional Partnership: Collaborate with sales, product, and marketing departments to share client insights and drive continuous product and service improvements.
- Availability: Remain accessible to handle incoming calls promptly during assigned shifts to guarantee timely responses to client needs.
Requirements
- Proven ability to build and maintain strong professional relationships.
- A genuine dedication to client success and a commitment to providing exceptional service.
- Advanced problem-solving capabilities with a proactive and critical thinking approach.
- A solid understanding of solar financing solutions, or the demonstrated ability to learn these concepts rapidly.
- Exceptional written and verbal communication abilities.
- Experience managing customer initiatives across diverse client portfolios.
- Proficiency with project and customer management software, demonstrating strong technical aptitude.
- Strong advisory capabilities to guide clients effectively.
- Competence in logging, tracking, and processing support interactions.
- The capacity to offer constructive feedback and recommendations for operational improvements.
- Prior experience in technology-driven or fast-paced work environments.
- High adaptability and flexibility in dynamic situations.
- Excellent time management, organizational skills, and the ability to work efficiently under pressure.
Skills Required
- Ability to build and maintain strong professional relationships
- Dedication to client success and exceptional customer service
- Advanced problem-solving and critical thinking skills
- Understanding of solar financing solutions or ability to learn them rapidly
- Exceptional written and verbal communication skills
- Experience managing customer initiatives across diverse client portfolios
- Proficiency with project and customer management software
- Strong advisory skills
- Ability to log, track, and process support interactions
- Ability to provide constructive feedback and operational improvement recommendations
- Prior experience in technology-driven or fast-paced work environments
- Adaptability and flexibility in dynamic situations
- Excellent time management and organizational skills
- Ability to work efficiently under pressure
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The Company
What We Do
Jobberman is Nigeria's leading career development and recruitment solutions company, focusing on connecting qualified job seekers with verified employers. Headquartered in Lagos, Nigeria, the company operates as an online job marketplace and career portal. It provides comprehensive online career development support, training services, and personalized HR solutions designed to empower job seekers and assist employers in finding the right talent.
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