14 Feb 2020

Director of Customer Experience at Angaza

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About Angaza
Angaza creates software that enables businesses to sell life-changing products, on credit, to low-income consumers in emerging markets. Our technology uses an IoT network of connected devices, mobile payments, and machine learning to accelerate the adoption of solar energy systems, smartphones, and appliances.

Over 2 billion people across the globe live off-grid or are unbanked.  Connecting this population to power, productive-use appliances, and financial services represents a $400 Billion+ current market opportunity. Angaza’s B2B technology platform enables distribution businesses in emerging markets to grow their revenue by over 8x by extending their sales and credit offerings to this consumer base.

When a family in Tanzania (or Nicaragua, or Nigeria, or India…) pays a weekly installment on their new home solar installation, their payment is processed by Angaza backend software. When a distributor monitors the repayment performance of their loan portfolio, they use an Angaza web application to do so. Our software is already used by businesses in 50+ countries around the world to improve the daily lives of over 5 million people.

Role Summary
Angaza is hiring a Director of Customer Experience to join our leadership team and take ownership over our post-sales customer journey. This is both a strategic and tactical role; the right candidate will be thrilled by the opportunity to roll up their sleeves and get deeply involved in the implementation and optimization of our global customer success and support functions. Reporting directly to our VP of Customer Experience, they will take over the management of high-performing Customer Success and Customer Support teams based in Nairobi and develop a team growth strategy that accommodates customers in over 50 countries worldwide. This role requires a candidate that is passionate about customer happiness and determined to ensure our customers have a delightful experience every time they interact with Angaza. The Director of Customer Experience will work closely with the VPCX to develop a post-sales customer strategy that aligns with the company mission and corporate goals. S/he will execute this strategy and deliver exceptional and measurable results that build significant value for the Angaza team and its customers. This position will be based in our Nairobi office, and will also be a member of the leadership team for that location.

Responsibilities 
  • Drive outstanding Customer Success outcomes
  • Implement strategies to intercept and prevent churn
  • Influence future lifetime value through greater product adoption, customer satisfaction, and overall health scores
  • Manage all Customer Success activities
  • Streamline training and onboarding
  • Optimize information share between Success and Support activities to identify gaps in customer understanding and address those through people-touch or tech-touch methods
  • Keep abreast of best practices in the rapidly evolving Customer Success space and encourage continuous learning within the team
  • Manage all Customer Support activities
  • Coordinate and optimize front-line Customer Support ticket responses
  • Collaborate closely with engineering to ensure consistent quality among escalated technical support requests
  • Optimize the feedback loop with training and onboarding to minimize tickets due to training gaps
  • Ensure a world class Customer Support experience that serves as a differentiator from competition
  • Measure effectiveness of customer experience touchpoints
  • Define operational metrics for the Success and Support teams
  • Work with Business Intelligence to establish a clear system for tracking metrics
  • Develop and report on standard metrics
Qualifications
  • BA/BS
  • 5+ years experience leading customer-facing organizations
  • 3 years minimum experience in Customer Success and/or Support leadership for a SaaS platform
  • Working experience with the following technologies:
  • Zendesk
  • Salesforce
  • Self-starter and comfortable with building systems and processes from scratch. Thrives in a “lean startup” style environment of experimentation, learning, and execution; start-up experience a strong plus
  • Analytical and process-oriented mindset
  • Excellent attention to detail balanced with ability to excel in high-level strategic work
  • Excellent verbal and written communication skills
  • Experience being goal-oriented and comfortable measuring your team’s success by quantitative metrics
  • Enthusiastic and creative leader with the ability to inspire others
  • Comfortable operating in international business settings; ability to attend to local norms for establishing strong relationships
  • Exemplify Angaza’s key values: impact-driven, empathetic, courageous, trustworthy, curious, and collaborative
  • Able to travel internationally (approx. 25% international travel is required).


      Method of Application

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