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Job Title:  Customer Success Officer

Organisation: Koltiva

Duty Station: Kampala, Uganda

About Organisation:

Established in 2013, Koltiva is a leading agritech company for enterprises to make their global supply chains traceable, inclusive, and climate-smart, backed by our human-centered technology with boots-on-the-ground professional service. Koltiva supports some of the largest multinational companies by digitizing and verifying global supply chains, focusing on enhancing traceability, inclusiveness, and sustainability.

Job Summary:   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.

Key Duties and 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.

Qualifications, Skills and Experience:

• 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.

Compensation: Competitive salaries

Family benefits: Paid maternity / paternity leave

Lifestyle: Casual dress code, Flexible hours, Hybrid home

Progression: Professional development

Welfare: Health insurance

How to Apply:

Let’s start your new journey and join our dynamic team by sending the CV and cover letter to recruitment@koltiva.com

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