Manager, Customer Success
About KOKO Networks
KOKO Networks is a venture-backed climate-tech company with 1,700+ employees across East Africa, India, and the United Kingdom. Our mission is to imagine and deliver technology that improves life in the world’s fastest growing cities. We offer a fast-paced and highly collaborative work environment with significant opportunities for professional growth. Our core lines of business currently include: (1) KOKO Fuel, an ultra-clean liquid bioethanol cooking fuel solution delivered via a network of smart fuel ATMs and leveraging existing downstream liquid fuels infrastructure; (2) KOKO Climate, which retails the emissions reductions that occur from switching households from deforestation-based charcoal to KOKO Fuel; and (3) KOKO Retail, a tech-enabled, direct-to-consumer, instant fulfillment retail platform operated in partnership with neighborhood retailers. In 2021, KOKO was selected as the world’s leading emerging markets climate technology solution by FT/IFC.
As the Customer Success Manager and Department Head at KOKO Networks, you will play a critical role in leading the Customer Success function and ensuring the overall success of our customers. You will serve as the boss and mentor to all Customer Success Representatives and work closely with the Customer Success Team Leaders to drive productivity and excellence in customer interactions. Your strategic vision and leadership will be essential in achieving high levels of customer satisfaction, retention, and brand loyalty.
What you will do:
- Develop and implement the overall Customer Success strategy, aligning it with the company's objectives and customer-centric values.
- Lead and inspire the Customer Success team to deliver exceptional customer experiences and meet performance targets.
- Collaborate with Customer Success Team Leaders to set clear performance goals and targets for Customer Success Representatives.
- Provide regular coaching, feedback, and mentorship to direct reports, fostering their professional growth and development.
- Continuously evaluate and optimize customer success processes, ensuring efficiency and effectiveness in customer interactions.
- Implement best practices and standard operating procedures to enhance the customer onboarding, engagement, and follow-up processes.
- Oversee the customer engagement strategy, ensuring a proactive and customer-focused approach in driving habit formation and ongoing product usage.
- Establish strong relationships with key customers and strategic partners to strengthen KOKO's position in the market.
- Utilize customer data and feedback to analyze trends, identify areas for improvement, and develop data-driven strategies to enhance customer satisfaction and retention.
- Regularly report on key performance metrics and provide insights to the leadership team.
- Work closely with the other departments and the Head of Commercial to align customer success initiatives with overall business objectives.
- Collaborate with other department heads to foster a culture of customer-centricity throughout the organization.
- Oversee the recruitment, training, and development of Customer Success Representatives.
- Foster a positive and supportive work environment that promotes teamwork, collaboration, and a strong customer-first mindset.
Customer Success Strategy and Leadership:
Performance Management and Coaching:
Customer Success Process Optimization:
Customer Engagement and Relationship Management:
Data Analysis and Insights:
Collaborative Cross-Functional Leadership:
Customer Success Team Development:
What you will bring to KOKO
- University degree
- Previous customer service experience
- Passion for customer service
- High degree of self-motivation
- Results orientation and comfort in a performance-driven work environment
- Strong written and oral communication skills
- Data analysis skills
KOKO is committed to gender and racial diversity in the workplace. We encourage candidates of all backgrounds to apply!