About the job Customer Success Intern Nigeria
Customer Success Intern
Location: Lagos, Nigeria
Are you a people person who loves learning about new tech tools? Want to apply these interests and learn the essential functions of a Customer Success Team for a leading Kenyan startup HR/fintech?
Workpay is building the software rails for human resources (HR), payroll, and compliance in Africa, leading with our global HR and payroll platform for small and medium businesses. This software-as-a-service (SaaS) tool has been designed and built in Nairobi, which remains our HQ, with growing teams in Nigeria, South Africa, Tanzania and Uganda.
By 2050, a quarter of the world will be African. Interning at Workpay affords you the opportunity to shape innovations with the potential to enhance how this population does work, gets paid, and accesses financial services, while learning in an exciting, fast-paced startup environment.
Background
The Customer Success Team spans Kenya, Nigeria and South Africa, but has global reach. We are responsible for ensuring that customers achieve their desired outcomes from our system or services, deriving value that ensures they stay and grow with us. We help customers succeed by proactively checking in, maintaining the relationship, guiding them towards new and improved tools and features, and ensuring that as they grow, so does their usage of and commitment to Workpay.
Role Overview
This is a 3-6 month internship that will provide valuable hands-on experience with key Customer Success skills and responsibilities such as customer engagement, onboardings, training, customer retention, upselling and cross selling, referral generation, and Employer of Record Services (EOR).
You will have opportunities to also collaborate and learn with the Customer Support, Product and Legal Teams.
Required Skills & Qualifications
Completing bachelor’s degree in a business related course
Tech savvy and passionate about software and how it can help businesses grow
Highly organized and capable of handling multiple tasks effectively.
Fluent and confident English speaker and writer
French language skills are a major added advantage.
Willingness to collaborate with cross-functional teams and adapt to changing priorities.
Self-motivated, hard working and proactive in taking on new opportunities.
Areas of Learning & Responsibility
Product Knowledge: You will learn from the inside out what the latest HR Information Systems (HRIS), payroll technology, and payment platforms are offering in the African market. You will come to understand the features, benefits, and use cases of the Workpay system, which is a leading innovator in this space
B2B Customer Communication and Customer Journey: You will learn by observation and practice how to effectively communicate with customers, including active listening, clear and concise messaging, and the ability to empathize with customer concerns. You will also learn the customer lifecycle, from onboarding to retention, renewal, and growth and understanding the key touchpoints at each stage. You will get first hand interaction with customers from all corners of the world.
Cross-functional Collaboration: EXperience the fast, flat, collaborative startup environment as you engage with our Support, Sales, Marketing, and Product Development teams to ensure customer retention.
Upselling and Cross-selling: Learning about strategies for identifying opportunities to upsell or cross-sell additional products or services that align with the customer's needs.
Customer Health Scores: Learning about customer health data, churn risk and upgrading/ upselling abilities
Professional Development: Develop foundational skills in professionalism, adaptability, and navigation of a professional work environment.
Industry and Market Knowledge: Gain knowledge about the HR/fintech industry, including market trends and competitive landscape in which the company operates.
Why Workpay?
Internship stipend offered.
Purpose driven work. We are building the rails for employment payments and compliance across Africa, helping drive economic growth and development.
Career advancement through opportunities for learning and growth, and priority consideration for full-time employment.
Working in a flexible, vibrant team environment from our fun modern office in Westlands, complete with pool table and couches, or from home with manager approval.
TO APPLY:
Applications should be submitted as one single PDF document containing:
Cover Letter
CV or Resume of no more than 1 page
Academic transcripts and certificates
Letter(s) of recommendation from a university professor or employer, if any
Please email your application as a single attachment to people@myworkpay.com by August 28th