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Customer Success Engineer

AJUA

AJUA

Customer Service, Sales & Business Development
Nairobi, Kenya
Posted on Sunday, October 2, 2022

Company Description

Ajua is The Integrated Customer Experience Solution for Businesses in Africa.

We exist to bridge the gap between businesses and their customers. Ajua’s technology integrates with businesses at the points that matter most to their customers to measure and optimize their Customer Experience. Our plug and play platform has enabled leading brands of various sizes and industries on the continent to create actionable strategies that drive business growth.

Job Description

Customer Experience is the core of what we do, and this role will demonstrate a best in class customer experience with all Ajua’s products. This role will be responsible for providing technology success and support to Ajua clients. Customer Success Engineer deeply understands Ajua’s technology stack and effectively guides customers through the onboarding journey to ensure an amazing and seamless experience. In addition, this role supports the wider engineering team in technological growth and advancements at Ajua, by listening to the customer and experimenting with new solutions for a best in class user experience of Ajua’s products.

Job Responsibilities

  • Fully understand Ajua’s platform stack and its potential from a technology perspective

  • Maintain Ajua platform uptime, performance, stability, and scalability at client sites.

  • Ensure the best possible performance, quality, and responsiveness of the applications

  • Attend client and sales meetings with the aim of understanding client challenges

  • Communicating the capability and functionality of the technology to clients in a simple way

  • Providing support to the customer success team in client onboarding

  • Managing projects with customers from a technical standpoint

  • Providing guidance to customers through the Ajua journey from a technology perspective

  • Responsible for delivering client related technical projects

  • Providing support to the Customer Success & Engineering team in resolving platform issues and requests

  • Guiding tech and Customer Success team toward a mature SaaS product

  • Facilitating platform requests between clients and Ajua

  • Performing user testing and communication with clients from a technology perspective

  • Working closely with the Engineering team during all phases of technical tasks

  • Ensuring adequate system monitoring and alerting of Ajua platform is in place at client’s site

  • Tracking additional feature requests made by clients, notifying the products team of the same and thinking through how to implement on the back end.

  • Create, implement, maintain, and enhance test plans, test scripts and test methodologies that ensure exhaustive testing of Ajua platform

Qualifications

Essential Requirements

  • Bachelor’s degree in Computer Science or Information Technology.

  • Familiarity with Object-Oriented Design (OOD).

  • Knowledge of Linux operating systems, web services, and API concepts, frameworks, and implementation approaches.

  • Problem solving skills, and the ability to troubleshoot complex software and hardware issues.

  • Knowledge of relational and NoSQL databases

  • Experience with test-driven development

  • Willingness to interact closely with customers; understand their objectives; and craft optimal technical solutions.

  • Clear, effective, and proactive communication skills

  • Excellent oral and written communication skills.

  • Excellent organizational and time management skills.

  • At least 3 years experience working in a similar role.

  • At least 3 years working in a customer facing role.

  • Attention to detail.

  • Dependable individual with a passion for people and service delivery.

Additional Information

Working Conditions:

  • Building impactful products at Ajua that shape businesses and consumers in Africa and the world at large

  • Great and fun work environment; you get an opportunity to work with brilliant minds at Ajua

  • Competitive salary.

  • Growth stage startup grind! Working in a dynamic startup environment

  • Competitive salary and benefits

Ajua is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.