Customer Success Manager

Social edtech startup: educating the poorest 1 billion children

Over 600 million children are not achieving minimum proficiency levels in reading and math. With the rapid penetration of smartphones in Africa, for the first time in history, we will be able to reach these children at massive scale. 

At EIDU, we want to educate the world’s poorest 1 billion children by giving them the world’s best learning content at their fingertips.  As a start, we have created a learning app for young children in the lowest-income areas where it’s especially hard to get the high-quality education that all children deserve. Our solution enables children to learn by themselves, at their own pace, at a fraction of the cost of other alternatives. Over the next years, we will serve the world’s poorest 1 billion children by building the next generation global edtech learning platform.

For more information, visit our website www.eidu.com and watch a TedX talk by our founder on https://youtu.be/7knIwWGbuXA

We are looking for a Customer Success Manager. Your mission will be to provide our customers with the best experience possible to promote retention and loyalty.  

What you will be doing

  • Lead the design and execution of new customer retention initiatives (i.e., peer-to-peer training and support, usage incentives)  

  • Develop, align, and execute processes to ensure our customers (school directors, parents, teachers, and children) get the best experience, including onboarding, after-sales field visits, training, inbound / outbound customer support, incident management, and payment collection

  • Ensure operational excellence in everything we do, from the smallest details to the biggest high-impact initiatives 

  • Manage and motivate a team of high-performing customer-facing colleagues 

  • Proactively act upon data insights and feedback from the field to improve our customer experience

  • Be the voice of the customer and work collaboratively across teams, processes and geographies to ensure we achieve our customer retention goals

What we are looking for

  • End-to-end ownership is your middle name: you see a project through start to finish, you are able and willing to spot and act upon opportunities beyond your core responsibilities 

  • Rapid course correction is your second nature: you take risks, make decisions quickly, share mistakes broadly, learn from them and incorporate improvements immediately 

  • A critical thinker with a strong detail orientation who can develop, oversee and implement reliable and effective standard customer processes 

  • Natural people leader with a high sense of autonomy and getting things done attitude

  • You are comfortable operating in a lean, resource-constrained start-up environment and flexible to adapt your role and responsibilities as needed

  • An effective collaborator, communicator and relationship builder with diverse internal and external audiences, from school teachers in slums to company executives in Berlin

  • Passion for EIDU’s mission overall and for EIDU’s customers in particular

  • Preferably 3-6 years of experience in a similar leadership position 

What we offer

  • Being part of a social mission-driven yet business-minded start up, founded by highly successful serial tech entrepreneurs

  • Working in an entrepreneurial, fun, and result-oriented environment with highly talented people who care

  • Contributing directly to solving a pressing global inequality problem by improving what we do and how we do it on a daily basis

  • Growing your responsibilities as we grow our scale

  • Competitive compensation, including healthcare benefits and equity

How to Apply

If this resonates with you, there is no time to waste

Please submit CV, one-paragraph motivation and available start date to  https://bit.ly/2Mh1ns6

 

EIDU
http://www.eidu.com
Nairobi, KE