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    Customer Success Manager - Lagos, Nigeria - Moove

    Moove
    Moove Lagos, Nigeria

    1 day ago

    Default job background
    Full time
    Description

    About The Role

    • We are looking for a highly professional and experienced Customer Success Manager at Moove. Primary objective of Customer Success Manager will be to ensure the overall satisfaction and success of our valued customers.
    • They will build and maintain strong relationships with clients, acting as their main point of contact, providing guidance, and resolving any issues that may arise. Their ultimate goal is to drive customer retention, loyalty, and growth by delivering exceptional service and maximising their utilisation of Moove's products and services.

    What You'll Be Doing

    • Responsible for training, managing and closely working with Onboarding/Sales Supervisors & Executives.
    • Overlooking and Monitoring drivers' performance.
    • Conducting daily check-in Customer Success Supervisors and Executives.
    • Handling any escalations relating to driver's issues.
    • Conducting driver survey.
    • Compiling data from drivers survey
    • Accountability of all Moove vehicles
    • Ensuring that drivers obey rules and regulations as laid down by the company.
    • Ensuring that drivers get the right information from the company.
    • Managing all driver communications.

    What You Will Need For This Position

    • Degree in any discipline.
    • 8 years experience in customer care/support roles.
    • Experience in the transportation industry is an added advantage.
    • Proficient in the use of Microsoft Suites Excel.
    • Ability to manage people.
    • The candidate must possess an eye for details.

    Key Metrics

    • Key Account Manager program retention % for all Driver partners in the in the city
    • % of driver partners retained basis tenure based targets and lease plan
    • Churn % monthly against target fleet size
    • Ticket resolutions for DPs basis physical and remote interactions
    • Driver performance basis supply hour and trip targets of the city
    • Creating plans to help DPs increase earnings if SH is at optimal level by ops hacks.
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