Customer Experience Associate Job at BBOXX – Career Opportunity in Rwanda

Vacancy title:
Customer Experience Associate

[ Type: FULL TIME , Industry: Business Management and Administration , Category: Customer Service ]

Jobs at:


Deadline of this Job:
20 July 2020  

Duty Station:
Within Rwanda , Kigali , East Africa

Date Posted: Thursday, July 09, 2020 , Base Salary: Not Disclosed

Title: Customer Experience Associate
Reports to: Customer Experience Manager
Location: Kigali, Rwanda
Role Purpose
The Customer Experience function is responsible for managing the implementation and adoption of new products or features on a B2B-level and therefore plays an important part within the Product Innovation department. The Customer Expansion Associate (CEA) with his/her strong IT systems skills and an excellent knowledge of the BBOXX software products ensures that our Pulse platform is set-up correctly and innovative Pulse features or modules are rolled out smoothly across new and existing NGUs in line with implementation roadmaps. The CEA also supports the Customer Experience Manager with on-site or remote product and process training. The exact nature of the role might evolve over time based on business needs and the approach taken to expand to a growing number of NGUs.
Key Interactions
While the CEA position belongs to Product Innovation there is a strong working relationship with the Account Manager in the Product Division (for external/third party NGUs) and with the Expansion Manager in the Capital Division (for internal/own NGUs). The CEA also relies on the Product Support team reporting within the Software Delivery department for advice on product configuration or user management issues. And finally, there is the need for close interaction with the NGUs since information on the local market circumstances and end users is indispensable for successfully configuring the Pulse platform. .

About the role
• Support the set-up and start-up phase of new NGUs, with a strong focus on systems-related matters (Pulse platform and/or other IT solutions)
• Lead the configuration & testing of the Pulse platform for new market launches
• Ensure close coordination with the Software Delivery team
• Conduct product and process trainings for NGUs onsite or remotely
• Involve Product Managers in the creation of content for those trainings
• Help manage the pilot or rollout stages of new Pulse features in existing NGUs
• Work closely with the local Innovation Managers to ensure success
• Support Account and Expansion Managers with communication to NGUs
• Provide assistance in addressing and solving bugs or other issues faced by NGUs
• Follow up on tickets with the Service Desk, if necessary
• Escalate blockers affecting SLAs to the Commercial team
• Identify and propose system or process solutions to improve NGU success and satisfaction
• Lead the audit methodology on the use of the Pulse platform by NGUs
Share recommendations and best practices with NGU users

Job Skills: Not Specified

About you
• Bachelor's Degree in business administration, engineering or other relevant discipline
Prior experience in IT systems support and training (preferably in the off-grid energy sector) • Demonstrated ability to successfully manage B2B customer relationships
• Good knowledge of the Microsoft Office suite as well as ERP, CRM and IoT systems
• English is required and French is a strong asset for the role
• Attention to detail and the ability to think in a structured, solution-oriented way
• Ability to manage multiple projects simultaneously in a fast-paced environment
• Excellent communication and presentation skills both in an individual and group setting

Job Education Requirements: Bachelor's Degree

Job Experience Requirements: Not Specified

Work Hours: 8


Job application procedure
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