Customer Technical Success Lead 45 views

BACKGROUND: 

About Hatch Africa

Founded in 2010, Hatch Africa is the leading dual-purpose poultry (DPP) company in sub-Saharan Africa and one of the highest impact businesses on the continent. In 2022, the group distributed over 30m dual-purpose day-old chicks (DOCs) to smallholder farmers in Ethiopia, Rwanda, Uganda, Ghana, Kenya, and Ivory Coast through its subsidiaries, thereby making a significant improvement in nutrition and incomes of local populations. The Company has strong ESG practices and has been backed by leading institutional investors.

About EthioChicken

EthioChicken was the first business in Hatch Africa’s portfolio, founded in 2010. Today, EthioChicken is a leading distributor of chickens to rural farmers in Ethiopia with a vision to provide one chicken per person per year through smallholder farmers. We are a rapidly growing Company that believes in investing in our employees and offers them opportunities for career advancement and is committed to female empowerment across the company. EthioChicken is an Ethiopian based company.

JOB SUMMARY

Hatch Africa is undergoing a Digital Transformation, led from Ethiopia. This includes a suite of customer-facing applications that will help the business scale.

The Customer Success Lead is a critical part of the roll out of these new technologies. A successful candidate is excited to combine components of product marketing, product management, and customer success to ensure a smooth rollout of these tools in Ethiopia and Hatch Africa’s additional markets.

This role will be responsible for driving the successful adoption and utilization of Hatch Africa’s new technology to our farmers and Sales team.  This includes managing the customer experience, identifying product enhancements, and supporting the rollout in additional markets, with a pathway to greater product ownership. It’s a great role for someone looking to have a front-row seat to a Digital Transformation across multiple countries and eventually own the product roadmap.

Role KPIs:

• Achievement of launch targets (to be set per launch)
• Monthly active users (to be set quarterly)
• Effective management against roadmap

Key Responsibilities:

User Onboarding and Training:

• Design and execute comprehensive onboarding programs to ensure a smooth transition for new users to Hatch Africa’s Field Toolkit (e.g., 30-day user onboarding plans)
• Develop a range of training materials, including user guides, video tutorials, and hands on training sessions, to educate customers on the platform’s features and functionality
• Develop roll-out plans for new markets and project manage key details to ensure success.
• Deliver in-person and virtual training sessions to guide users through the platform, address frequently asked questions, and ensure a successful onboarding experience
• Monitor onboarding completion rates and identify customers who may be struggling with adoption and proactively engage them to ensure their adoption
• Continuously optimize onboarding process and training resources (e.g., post-training surveys)
• Develop and project manage detailed rollout plans for new geographic markets, ensuring a consistent and successful onboarding experience for customers in those regions

User Engagement and Support:

• Maintain regular check-ins with existing users to monitor usage, gather feedback, and identify any issues or challenges
• Troubleshoot and resolve customer questions, issues, and escalations in a timely manner
• Measure and improve customer satisfaction through Net Promoter Score (NPS) surveys and other feedback mechanisms
• Track customer retention and churn rates to identify areas for improvement

Product Enhancement and Roadmap:

• Serve as the “voice of the customer” for Hatch Africa’s Field Toolkit by engaging with users directly to understand their pain points, needs, and desired enhancements to the technology
• Share customer feedback with technical and product teams to influence roadmap
• Analyse customer usage data and feedback to identify areas for product improvement or new feature development
• Collaborate with the engineering team to prioritize and scope new feature additions
• Develop a product roadmap and vision for the future evolution of the technology

Geographic Expansion Support:

• As Hatch Africa expands into new East African markets, support the onboarding and training of customers in those regions
• Work with in-country teams to localize user onboarding / training materials
• Gather insights and feedback from new customers to inform future product development
• Work cross-functionally with sales, marketing, and operations teams to ensure a seamless customer experience across markets

Metrics and Reporting:

• Track key customer success metrics such as onboarding completion rate, product adoption, customer satisfaction, retention, feature requests, time to resolution, and cross-sell/upsell opportunities
• Analyze these metrics regularly to identify areas for improvement and demonstrate the impact of your work

The Ideal Candidate…

• Loves introducing people to new technology
• Enjoys strategic planning and developing a roadmap for the future
• Is excited to see how technology can transform a business and change its operations
• Can’t wait to roll up their sleeves to engage with users, collect their feedback, and make a plan for how we can improve our tools