We are a fast paced business management solutions firm with an array of value offerings to Corporate organisations. We work in all major sectors of the economy engaging highly trained and sector-experienced Consultants. Willers Solutions Limited is an indigenous firm with cutting edge value proposition geared towards value maximisation. Our focus is on creating and managing change in organisations by formulating and implementing customer centric strategies. We have acquired capabilities to engage a wide range of assignments essentially to enable clients execute projects, enhance efficiency and to develop human capacity. Our mode of delivery connotes our own highly competitive recruitment of quality, zealous and experienced consultants whose expertise we continuously enhance through intensive training in the use of our proprietary management tools and techniques. Our guiding philosophy is predicated on the premise that what most companies and individuals have in common is either the dissatisfaction with their current results or a drive to transit to another level. Our focus quintessentially is to bridge this gap and create value for our clients as a result of the work we do with them.
Responsibilities
- Planning data-led churn reduction tactics and oversee implementation in a customer-first manner.
- Monitoring relevant metrics for customer goals and keeping account overviews.
- Creating automated processes for churn precursors and communicating with customers proactively whenever they’re in danger of churning to prevent support issues, foster customer loyalty, and promote good business relationships.
- Analyzing accounts, researching customer behavior, and creating predictive models of customer journey.
- Reaching out to customers before their respective renewal dates to negotiate contracts.
- Implementing credit card expiration date notifications, dunning emails, direct debit payments, or account updaters to prevent involuntary customer churn.
- Working with expansion and upsell managers (or other CS team members) to create upsell and cross-sell offers that directly address known customer pain points.
- Analyzing churn reasons, creating an offboarding process and checklist, and conducting offboarding interviews to determine why customers are leaving.
Requirements
- Must have B.sc in Information Technology or any related field
- MBA in Customer Support is an added advantage.
- Must have a Minimum of 5 years proven experience in Customer Success or Customer Support
- Excellent communication skills
- An ability to transform customer conversations into business-driving relationships while still managing to serve the customers’ goals as best as possible.
- Advanced knowledge of churn reduction tactics and experience implementing them to save accounts from churning.
- High emotional intelligence and empathy skills.
- Customer service skills.
- Strong analytical and goal-oriented mindset backed by basic-to-advanced project management knowledge.
- Advanced IT&C knowledge and capabilities, experience with automation, and ability to learn new software tools on the job.
Method of Application
Signup to view application details.
Signup Now
