Customer Success, Activation & Conversion Officer

About Sepi

Sepi is a comprehensive business management platform that streamlines various operations such as sales, inventory control, accounting, purchasing, expenses, manufacturing, and online sales from a single interface. Serving businesses across Africa, Sepi is dedicated to enabling enterprises to efficiently monitor, manage, and expand their operations with ease.

Role Overview

In this role, you will engage with every newly registered business on Sepi to transition them from mere signups to active users. Your main duties will include understanding each business's workflows, providing tailored guidance on key Sepi features, facilitating successful onboarding, and converting these users into paying customers. Your performance will be quantifiably assessed based on the number of businesses activated, converted to paying customers, and the revenue generated.

Key Responsibilities

• Promptly reach out to every new Sepi signup assigned.
• Gather information on each business’s current operations.
• Identify major operational challenges experienced by customers.
• Conduct customized demonstrations of the Sepi product.
• Support customers through onboarding and platform activation.
• Assist customers in completing initial critical processes within Sepi.
• Maintain consistent follow-up to ensure customer success.
• Suggest suitable subscription plans based on customer needs.
• Confidently encourage plan upgrades following proven value.
• Accurately record all customer interactions and maintain high-quality CRM data.
• Relay customer feedback and suggestions to enhance Sepi’s offerings.

Success Factors

• Strong motivation towards achieving ambitious targets and results.
• Enjoyment in surpassing performance goals.
• Ability to work independently with minimal oversight.
• Proactive problem-solving and leadership qualities.
• Excellent communication skills, especially in engaging business owners.
• Curiosity and genuine interest in understanding business operations.
• Organizational skills with a disciplined, consistent follow-up routine.
• Comfort with learning new software and becoming highly knowledgeable.
• Resilience in the face of setbacks or rejection.
• A passion for enabling customer success.

Preferred Qualifications

• Bachelor’s Degree or Diploma in Business, Marketing, Sales, ICT, Communications, or related fields.
• Experience in Customer Success, Sales, Business Development, Account Management or Customer Support.
• Exposure to SaaS products or business software is advantageous.
• Proficient spoken and written English skills.
• Strong computer literacy and confidence with modern software tools.

Applicant Requirements

• Access to a reliable laptop or desktop computer.
• Stable internet connection capable of supporting online meetings and calls.
• A quiet workspace suitable for professional customer interactions.
• Availability to work during standard Kenyan business hours.

Compensation and Benefits

• Competitive fixed base salary.
• An uncapped commission plan based on performance.
• Continuous training and coaching opportunities.
• Potential for career advancement and professional growth.