Position: Customer Technical Success Lead

Job Position at Hatch Africa

• Position: Customer Success Lead

Job Summary

Hatch Africa is undergoing a digital transformation, and the Customer Success Lead will play a critical role in the rollout of new technologies for farmers and the sales team. This position combines aspects of product marketing, product management, and customer success.

Key Responsibilities

User Onboarding and Training

• Design and execute comprehensive onboarding programs for new users.
• Develop training materials, including user guides and video tutorials.
• Deliver in-person and virtual training sessions.
• Monitor onboarding completion rates and engage with users struggling with adoption.
• Optimize onboarding processes based on feedback.

User Engagement and Support

• Conduct regular check-ins with users to gather feedback and identify challenges.
• Troubleshoot and resolve customer issues in a timely manner.
• Measure customer satisfaction using NPS surveys and track retention rates.

Product Enhancement and Roadmap

• Act as the “voice of the customer” to influence product development.
• Share user feedback with technical teams and analyze usage data for improvements.
• Collaborate with engineering to prioritize new features and develop a product roadmap.

Geographic Expansion Support

• Assist in onboarding customers in new East African markets.
• Work with local teams to adapt training materials for new markets.

Metrics and Reporting

• Track key customer success metrics and analyze them for insights.
• Report on customer satisfaction, retention, and feature requests.

Ideal Candidate

• Passionate about introducing people to new technology.
• Strong strategic planning skills and excited about technology’s transformative potential.
• Hands-on approach to user engagement and feedback collection.

Job Requirements

Qualifications

• Bachelor’s degree in technology, marketing, or communications.
• 3-5 years of experience in a customer-facing or product management role, preferably in agtech or the smallholder farmer sector.
• Strong understanding of customer success best practices.
• Excellent communication and interpersonal skills.
• Proven ability to translate customer needs into product requirements.
• Experience in fast-paced environments and familiarity with agile methodologies.

How to Apply

Interested candidates should send their cover letter and detailed CV with the subject line “Customer Technical Success Lead” to:

Email: careers@ethiochicken.com

Note: Women are highly encouraged to apply.