Customer Success Fellow at Impact Africa Network

Position Overview:

• Are you passionate about customer success and eager to learn from experienced professionals and a startup ecosystem? We are seeking a motivated and customer-centric Customer Success Fellow to join our growing team. In this internship role, you will gain valuable hands-on experience by assisting our team in onboarding new customers, building relationships, and ensuring their success with our payroll outsourcing software. You’ll also learn how to support customers with compliance requirements for payroll processing.

Responsibilities

• Assist the Customer Success team with onboarding new customers, focusing on the complete utility of ElevateHR solutions.
• Provide initial product training, answer basic questions, and guide customers through the setup process for HR system and payroll outsourcing.
• Create and maintain user documentation related to ElavateHR solutions and payroll outsourcing functionalities, including knowledge base articles and FAQs.
• Proactively identify customer needs and concerns regarding ElevateHR System, payroll outsourcing and compliance, and escalate them to the appropriate team members.
• Gather customer feedback on their experience with ElevateHR and assist in translating it into actionable insights for product improvement.
• Support the team with data analysis and reporting tasks related to customer success metrics.
• Assist with maintaining customer data accuracy and security, adhering to all relevant payroll processing regulations.
• Any other task that may be assigned to you from time to time.

Qualifications:

• Bachelor’s degree program in a relevant field (e.g., Business Administration, Finance or Mathematics related courses).
• Strong understanding of customer service principles and a desire to learn about customer success best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a team.
• Additional skills in data will be an added advantage.