Job Description:

Position Overview:
We are seeking a dynamic and customer-focused individual to join our team as a Customer Success Specialist. In this hybrid role, you will be responsible for ensuring our customers' satisfaction, retention, and success with Wokpa's tools and services. You will engage closely with customers, understand their needs, and work cross-functionally to drive customer outcomes.

Key Responsibilities:

1. **Customer Engagement and Support:**
- Serve as the primary point of contact for assigned customers, building strong relationships and understanding their objectives.
- Provide proactive support and guidance to customers on using Wokpa's platform effectively to achieve their podcasting goals.
- Resolve customer inquiries, issues, and escalations in a timely and professional manner.
2. **Onboarding and Training:**
- Guide new customers through the onboarding process, ensuring a smooth and seamless transition to the Wokpa platform.
- Provide training and educational resources to help customers learn how to use Wokpa tools effectively.
- Offer ongoing support and guidance to ensure customers are confident and proficient in using our platform.
3. **Customer Success Management:**
- Monitor customer usage patterns and engagement levels to identify opportunities for improvement and growth.
- Develop and implement strategies to drive customer retention, renewals, and expansion.
- Collaborate with the sales and marketing teams to identify upsell and cross-sell opportunities.
- Collaborate with the sales team to identify growth opportunities and ensure customer success aligns with business goals.
4. **Product Feedback and Advocacy:**
- Gather customer feedback on Wokpa's platform and features, and communicate insights to the product management team.
- Advocate for customers' needs and requirements internally to drive product enhancements and improvements.
5. **Customer Success Metrics and Reporting:**
- Track key performance indicators (KPIs) related to customer success, including adoption rates, retention rates, and customer satisfaction scores.
- Prepare regular reports and presentations on customer success metrics and outcomes.


Qualifications:

- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Proven experience in customer success, account management, or customer support within the technology or media industry.
- Strong interpersonal and communication skills, with the ability to build rapport and trust with customers.
- Ability to prioritize and manage multiple customer engagements simultaneously.
- Proficiency in CRM software (e.g., Salesforce, HubSpot) and other customer support tools.
- Understanding of podcasting and digital media landscape is a plus.

Work Schedule:
This is a hybrid role, with 3 days working from the office in Lagos and 2 days working remotely. Flexibility may be required based on business needs.

If you are passionate about customer success, enjoy working in a fast-paced environment, and want to play a key role in the growth of podcasting in Africa, we encourage you to apply for this exciting opportunity at Wokpa Audio Services.


About Wokpa Audio Services:
Wokpa Audio Services is a pioneering podcast technology company dedicated to reshaping the podcasting landscape in Nigeria and Africa. We provide innovative tools and unique monetization strategies to empower creators across various sectors, including indie podcasters, radio stations, churches, and media organizations. Our platform facilitates podcast creation, distribution, and monetization, and we are seeking a dynamic Customer Success Specialist to ensure the success and satisfaction of our valued customers.

Why Wokpa Audio Services:

- Join a forward-thinking company on a mission to revolutionize podcasting in Africa.
- Work in a collaborative and innovative environment with opportunities for professional growth.
- Contribute to the success and empowerment of podcast creators across various industries.


NOTE: We are currently seeking females only.
PREFERRED LOCATION: Due to proximity to the office, we require candidates living in Yaba, Oworo, Ogudu, etc.


How to apply
Please send your resume to 08052717846