Customer Success Officer

Customer Success Officer will be responsible for ensuring excellent service standards, maintain customer satisfaction across all our web and mobile applications, onboard new clients, support users, and manage small-scale projects.

Responsibilities:

• Become the client’s day-to-day strategic advisor who understands their business challenges
• and can communicate the positive business outcomes of working with Koltiva.
• Responsible for handling client success and satisfaction, managing Software as a Service
• (SaaS) projects, promoting the product's value, and strengthening the company's business
• presence and value in Kampala, Uganda.
• Support product/feature handover process from the development team to business users,
• including specific user training in the field.
• Drive adoption and usage of new products and features. Going the extra mile for each
• customer is part of the job.
• Proactively offer solutions and resources to enhance the customer experience.
• Assist customers and users with their questions, inquiries, and complaints through emails,
• calls, and other communication channels.
• Manage a customer account portfolio, understanding usage patterns, renewal dates, and expansion opportunities.
• Ensure customer satisfaction and provide professional customer and user support.
• Assist in the process of translating documents and product requirements.
• Coordinate internal requests from the teams in Indonesia with clients in the region.

Requirements:

• Bachelor’s Degree in Agronomy, Business, Information Technology, and Computer Science
• or related field.
• Technology savvy, with knowledge of mobile and web applications.
• Minimum 2 years of experience as a customer success, account manager, project manager,
• or salesperson from a software service company.
• Familiarity with various commodity sectors is advantageous.
• Previous experience in tech startups in a multinational environment is a plus.
• Strong problem-solving and communication skills.
• Excellent time management and initiative.
• Willing to travel across Uganda.
• Proficient in Office365, especially TEAMS, Excel, and PowerPoint.
• Excellent in English and other local languages.