Customer Success Executive

Customer Success Executive, Tanzania

Location: Dar es Salaam, Tanzania (Remote)

Do you relish helping organizations learn about and derive value from innovative software products––helping them enhance their productivity and grow their usage?

Workpay is on a mission to help organizations in Africa manage and pay employees easily, legally, and compliantly. Our tech tools ensure that payrolls, compliance, benefits, and payments arrive on time, every time. With employees at the core of our work, you will join a team that cares deeply about people and inspires them to grow. 

Background

Workpay’s core product is a Software-as-a-Service (SaaS) platform that enables businesses to manage employee leave, benefits, documents, and payroll processing; and to pay their employees  efficiently and reliably across Africa. Founded in Kenya, with teams in Nigeria and South Africa, we are now growing our client base in Tanzania. 

Role Overview

As our Tanzanian user base grows, we need a local, experienced B2B Account Manager or Customer Success professional to ensure they are properly onboarded, trained, retained, and grown––that their loyalty and usage of Workpay increases over time.

You will report to the Customer Success Manager in Kenya, while working with a small and remote but soon-to-grow Sales team in Tanzania. You will ensure that the customers they bring in are successful from their first interaction with Workpay (onboarding) and that they maximize value over the long-term. Onboarding efficiency, retention, and revenue will be your KPIs. You must therefore be a strategic thinker and independent problem solver with a demonstrated track record of proactive account management and sales. Experience working with B2B SaaS products is essential.

Roles and Responsibilities

• Review new customer requirements, determine how they can be met by Workpay’s platform and services, and use a consultative approach to help them achieve their goals.
• Guide SaaS customers through Workpay’s respective onboarding, ensuring proper training, expectations, and resource awareness while minimizing time-to-value
• Utilize project management frameworks and best practices to quickly and effectively conduct customer discovering, plan onboarding, and lead implementation to value.
• Support Growth team in delivering complex product demonstrations and pitches.
• Conduct recurring outreach to customers (QBRs etc.) regarding their business goals, challenges and needs, then helping them meet those with Workpay.
• Optimize and monitor monthly customer usage, health data, and MRR, ensuring renewed subscriptions and increased revenue through up-selling and cross-selling.
• Collaborate with Support and Product teams to ensure that problems are resolved to customers’ satisfaction and features are in keeping with their needs.
• Respond to high-level email and phone enquiries from customers. Help them better understand how Workpay’s product and services can meet their critical business needs.
• Any other duties assigned by the Customer Success Manager.

Required Qualities and Qualifications

• At least two years experience in B2B Customer Success or Account Management role. 
• Demonstrated track record generating value through cross sells, upsells and referrals.
• Experienced with IT project management and/or third-party implementation.
• Data driven– comfortable tracking and analyzing customer health and usage data, MRR, and other metrics via spreadsheets and a range of third party tools.
• Excellent written and verbal communication––specific and detailed; concise and clear.
• Personable, consultative and persuasive with confidence to advise decisionmakers.
• Highly organized and structured; capable of leveraging IT tools to manage a high volume of priorities and conversations, ensuring none slip through the cracks
• Strategic thinker who preempts customer needs by proactively planning and engaging.
• Decisive, confident, and collaborative: equally capable of making quick, independent decisions or engaging team members and colleagues to solve problems.
• Growth mindset: ready to grow yourself and take on new challenges and opportunities, try new approaches, and respond to new developments within a fast-growing startup.
• Experience with Hubspot, StartDeliver, or similar customer relationship/health tools.
• Familiarity and comfort with Google Workspace for document creation & management.

Added Advantages

• A degree in IT, Customer Service, Sales, Communications, Business Admin etc.
• Experience in the HR/ payroll space

Why Workpay?

• Competitive, incentive-based remuneration, health cover, and gym membership.
• Purpose driven work. We are building the rails for employment payments and compliance across Africa, helping drive economic growth and development. 
• Career advancement through constant opportunities for learning and growth
• Fully remote work, with possible annual travel to Kenya for teambuilding

How to Apply

Please visit the job posting on our Careers Page to submit your application. We will not accept applications by email and will not discuss open roles by phone.

https://www.myworkpay.com/careers#jobs

NB: By proceeding with the application for this position, you consent to Workpay conducting a thorough background and reference check as part of our recruitment process. This will include, but may not be limited to, verification of employment history, educational background, and any other relevant information required to determine your suitability for the role.