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User Experience and Customer Success Associate

Express Automation
Nairobi, Kenya

Salary rangeConfidential | Contract type: Permanent

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Job Summary

EXPRESS AUTOMATION represents a new dimension in IT and Managed Services in East Africa. Representing some of the world’s most prestigious brands, Express Automation is dedicated to designing, deploying and maintaining practical and affordable solutions to the regions leading organizations. We are looking for exciting and highly motivated individual to join our team as a User Experience and Customer Success Associate

You will be responsible for the support, training, best practice coaching, and implementation process for all customers. The ideal candidate will be skilled in building strong client relationships, passionate about technology, have exceptional communication skills, and have a passion for customer experience.

Required
1. Prior experience in sales, account management, customer support or customer success
1. A degree in BBIT or IT
2. 2-3 years’ experience with technology and able to learn new technologies quickly
3. Skilled at problem-solving, decision making, and ability to navigate challenging situations in a professional manner
4. Customer-focused, enthusiastic, positive and service-oriented

Responsibilities

1. Ensure customers realize value and leverage all aspects of the product

2. Work with new customers to develop implementation and rollout plans across their entire organization
3. Execute daily customer support operations including responding to questions and following up on reported issues
4. Act as an area expert to train and educate clients on functionality and methodology of the technology in use.
5. Drive user adoption across the customer organizations by understanding their specific challenges and helping them to operationalize and realize benefit from their deployed solution
6. Act as a customer advocate by sharing client feedback internally to continuously improve express automation product offering

Job Requirements

Required education: Bachelor's degree
Required relevant work experience: 2 years
Required skills: Product knowledge; Customer service; Customer relations; Product demonstration and promotion; Training delivery; Product development; Customer support, CRM systems
Required languages: English (Spoken: fluent | Written: fluent)
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