Location: Lusaka, Zambia
Department: Client Services
Reports To: Head of Operations

Position Overview
As a Customer Success Manager at Soutradel, you will be the bridge between our clients and their success. You will ensure seamless onboarding, proactive support, and long-term satisfaction for businesses relying on our procurement and logistics services. Your goal: turn clients into advocates by helping them unlock the full value of Soutradel.

Key Responsibilities
Onboard & Educate: Guide new clients through Soutradel’s procurement process, tools, and tracking systems.
Build Relationships: Serve as the primary point of contact for assigned accounts, ensuring timely resolution of issues.
Monitor Success: Track client KPIs (e.g., on-time delivery rates, cost savings) and deliver quarterly performance reviews.
Upsell Opportunities: Identify needs for additional services (e.g., bulk sourcing, expedited shipping) and collaborate with the sales team.
Feedback Loop: Gather client insights to improve our services and share with product/operations teams.
Retention: Reduce churn by anticipating risks (e.g., delivery delays) and offering solutions proactively.

Requirements:

• 3+ years in customer success, account management, or logistics.
• Tech-savvy with CRM tools (e.g., Zoho CRM) and supply chain platforms.
• Exceptional communication skills (English + Bemba/Nyanja).
• Problem-solving mindset with a passion for client advocacy.