Customer Success Associate (Marketplace)

Customer Success Associate (Marketplace)

Nairobi, Kenya

Details about this role

At Leta, we are building the Operating System for Logistics in Africa, using tech to help companies move goods more efficiently and grow more. By leveraging AI technology, we help companies track and optimize their deliveries and move goods across the continent.And we’re in good company: with customers like Chandaria Industries, Simbisa Brands (Galitos, ChickenInn and Pizza Inn) and ShopZetu using our platform to deliver faster and more efficiently. It’s not just good company, it’s a great team as well.We have a superstar team of smart people who previously worked at Delivery.com, Lori Systems, Deloitte, Kopo Kopo and have come together to solve for logistics across Africa. And we’re growing!

Purpose & Scope of Role

As a customer success associate, you will work closely and report to the CS Manager to ensure excellent customer service standards, respond efficiently to customer inquiries and work with other team members to onboard, train and maintain high customer satisfaction.

Key Responsibilities

  • Develop healthy customer relationships to better highlight, evaluate and action customer needs
  • Act as a customer advocate to promote customer loyalty
  • Provide robust customer feedback to the technology team on challenges and features
  • Supporting customers with onboarding including user requirements gathering, site visits and trainings
  • Working and collaborating with QA to ensure timely delivery of quality features
  • Frequently test current products to identify deficiencies and suggest ideas to improve product quality
  • Stay current on all industry trends related to transport and delivery management platforms within the logistics and last-mile delivery space and provide internal recommendations and customer feedback
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Foster collaboration within team and across customer lifecycle
  • Any other responsibilities that may be assigned to the employee by the VP- Sales & CS and/or the CS Manager

Skills, Experience and Competencies

  • A hand in a sales, IT or marketing related field. An undergraduate degree is an added advantage.
  • 2 + years of experience in sales or customer success/service department.
  • Experience working with a last-mile logistics company
  • Proactive and willing to go the extra mile.
  • Strong Interpersonal skills
  • Solution oriented & creative problem solving ability 
  • Prudent time management
  • Well developed communication and presentation skills
  • Ability to stay calm when and think critically
  • You enjoy learning new technologies and will roll up your sleeves to learn how things work.