Who we are

In November 2020 in Côte d’Ivoire, and in December 2023 in Senegal, we introduced a groundbreaking financial super app, offering a comprehensive suite of services encompassing online and offline payments, peer-to-peer transactions, fund transfers, savings, and budgeting tools.

As of today, we have empowered thousands of users to perform these financial activities seamlessly, and our rapid growth continues unabated. Our overarching objective is to forge the next generation of digital financial solutions in Francophone Africa, where less than 25% of the population currently has access to traditional banking services.

The financial landscape of this region is undergoing a profound transformation, with millions of individuals shifting from basic financial transactions (mobile money) to more sophisticated financial management. Djamo is uniquely positioned to be the premier choice for meeting these evolving financial needs.

We are proud to have garnered support from world-renowned investors, including Y Combinator, Partech, Kima, and Norskeen, which underscores our potential and commitment to reshaping the financial services landscape in Africa.

To support our growth, we are looking for a Customer Success Manager.

Your Role

As a Customer Success Manager at Djamo, you will be responsible for ensuring our users have an outstanding experience with our platform. You will play a key role in enhancing customer satisfaction, building long-term relationships, and improving customer engagement with our products and services. Reporting to the Regional Head of Customer Success, you will work cross-functionally with teams like Operations, Engineering, Compliance, Sales, etc.

Your responsibilities include:

Providing exceptional support to customers by resolving inquiries and ensuring the timely and efficient handling of their needs.
Building and maintaining strong, long-term relationships with customers, acting as their advocate within the company.
Identifying customer needs and working to enhance their experience through personalized engagement strategies.
Analyzing customer feedback and behavior to help shape product improvements and optimize user engagement.
Collaborating with various internal teams to ensure smooth implementation of services and timely resolution of customer issues.
Monitoring key customer success metrics such as customer satisfaction, retention rates, and product adoption.
Proactively identifying opportunities for upselling, cross-selling, and increasing product usage.
Supporting the customer onboarding process, ensuring a smooth experience for new customers.
Engaging in regular check-ins with key customers to assess their experience and needs.
Contributing to the development of customer success processes, tools, and strategies to improve efficiency and effectiveness.
Providing insights and feedback to help guide product development and marketing strategies.
Any other related tasks.

Some Expected Key Results:

Improved customer satisfaction and loyalty.
Increased customer retention and reduced churn.
Enhanced product adoption and engagement.
Strengthened relationships with key customers.
Identification of valuable customer insights to help drive business strategy.

Key Performance & Success Indicators:

Client-focused approach and commitment to delivering value.
Effective management of customer relationships and satisfaction.
Contribution to business growth through enhanced customer engagement.
Achievement of customer success goals and KPIs.

Your Profile

Bachelor’s degree in Business Administration or a related field.
A minimum of 5 years of experience in customer success, customer service, or account management roles.
Strong communication and interpersonal skills, both in French and English.
Demonstrated ability to manage and resolve customer issues effectively.
Experience using customer service software and CRM tools.

Your Soft and Hard Skills:

Continuous Improvement: Focus on process and performance optimization.
Customer Experience (CX): Skilled in building rapport, customer retention, and satisfaction.
Customer Support: Effective complaint management and resolution.
Analytical Thinking: Ability to analyze customer data and identify solutions.
Collaboration & Teamwork: Working well with others and contributing to team success.
Problem Solving: Offering creative and sustainable solutions to customer challenges.
Sales Support: Assisting with upselling and cross-selling opportunities.
Communication: Clear, effective communication in French and English.
Customer Orientation: Prioritizing customer needs and ensuring timely resolution of issues.
Developing Others: Sharing knowledge and helping peers improve.

What You Need to Succeed at Djamo:

A service-focused mindset, making it easy to collaborate with other departments.
Strong analytical skills to understand and address customer needs.
Ability to work independently while being an effective team player.
Proactive and flexible with a willingness to adapt to changing priorities.
A problem-solver with a customer-first mentality and tenacity to follow through.

The advantages of working at Djamo

A stimulating working atmosphere
A warm yet determined team
The value of participating in the evolution of a startup that aims to deploy quickly throughout French-speaking Africa.
A collaborative work environment, with strong team spirit
A culture focused on continuous employee development

We will consider all applications on the same basis. Djamo is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Type of contract

Permanent contract (CDI), with a 3-month renewable trial period.

Location

Point E, Dakar, Senegal

Sector of activity

Mobile Financial Services