Customer Success Manager at CIG Motors – Victoria Island, Lagos, Nigeria
Job Description
About Us
CIG Motors Company Limited is one of the African subsidiaries of Choice International Group. We are the exclusive premiere representative of leading Chinese automotive giants, including GAC Motors, JMC Motors, Dongfeng Motors, FAW Group, and Wuling Motors, within the Nigeria and Africa market.
CIG have consistently expanded our market presence nationwide through strategic partnerships and alliances, delivering a portfolio of high-quality and premium vehicles into the African market. We prioritize customer satisfaction and strive to exceed expectations. Our dedication to quality, innovation, and growth remains unwavering as we continue to shape the automotive industry landscape in Nigeria and beyond.
Job Summary:
The Customer Success Manager is responsible for ensuring that customers achieve their desired outcomes through the use of CIG Motors’ products and services. This role plays a critical part in fostering long-term relationships, ensuring high levels of client satisfaction, and driving retention and upselling opportunities. The Customer Success Manager will lead the customer service team while collaborating with sales, aftersales, and technical teams to deliver an outstanding customer experience, while also identifying growth opportunities for both customers and the business.
Key Responsibilities:
- Understand customer needs, objectives, and challenges to provide tailored solutions that maximize value from CIG Motors’ offerings.
- Conduct regular check-ins and business reviews with clients to discuss progress and assess customer health.
- Lead the customer onboarding process, ensuring that new clients are effectively integrated and set up for success.
- Develop and deliver product training sessions to ensure clients can fully utilize the company’s services.
- Identify opportunities to upsell and cross-sell additional products and services to existing customers, driving incremental revenue.
- Develop strategies to increase customer retention and reduce churn, ensuring long-term partnerships.
- Monitor customer satisfaction metrics and proactively address issues before they escalate.
- Act as an escalation point for customer issues, ensuring timely resolution and feedback to the client.
- Collaborate with internal teams, including technical support and sales, to resolve client concerns and ensure a seamless experience.
- Collect and analyze customer feedback to identify trends and areas for improvement in product offerings or service delivery.
- Act as a customer advocate, representing client interests internally and influencing product development and business strategies.
- Monitor key performance indicators (KPIs) such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), and customer health scores to assess the success of customer initiatives.
- Provide regular reports and insights to the management team on customer success metrics and areas for growth.
- Contribute to the development of customer-focused programs and initiatives aimed at driving business growth and enhancing customer loyalty.
Requirements
- Bachelor’s degree in business, marketing, or a related field.
- Proven experience (minimum 7 years) in customer success, account management, or a related role within the automotive, technology, or service industry.
- Strong track record in building and maintaining client relationships, with a focus on driving value and achieving customer outcomes.
- Excellent problem-solving skills and the ability to navigate complex customer issues.
- Strong communication, presentation, and interpersonal skills.
- Experience with CRM tools (e.g., Zoho, Salesforce) and customer success software is a plus.
