Customer Support Manager

We are looking for a Customer Support Manager at NXT Grid Nigeria, a one-stop shop for solar mini-grids, that makes it simple and easy for developers to build and operate solar mini-grids. If you are self-motivated, can hold a conversation with a CEO, and are able to assimilate/communicate electrical engineering jargon with tact then keep on reading!

In the Customer Support Manager role you are essentially the first sales person in NXT Grid aside from the founders. This is a full-time job with flexible hours and your location will be where our customers are located - usually Lagos with trips to Abuja and, at times, other cities. As the title suggests, this is a position very much oriented to providing after sales support and managing existing customer relationships (existing solar mini-grids) with a primary focus on solar mini-grid financial performance. 

Being a Customer Support Manager of NXT Grid Nigeria will require a lot of liaising between various departments ie. engineering/operations/finance/legal paying attention to detail. This position is challenging and at times stressful. You will be placed in uncomfortable positions where you will need to balance the interests of the company and the customers, and often be the Customers’ champion within the team. Ultimately you will find smart solutions so that we under promise and over deliver, growing our happy customers base. You being both a people and a process-oriented person that is always being useful to others by preempting their needs will make you successful here.

We are a young company, so expect to be stretched. You will be a critical part of the team, ensuring that everyone is always able to perform at their best, thanks to the careful, constant work you put in managing customer relationships and creating a rhythm of growth. At times you will be asked to have calls about small construction tasks such as “who is paying for that fallen pole” and at other times you may have to manage a frustrated CEO who misunderstood the last phone call thereby impacting the project financially. You will be the person our engineers/operations managers/bookkeepers will thank when you swoop in to resolve their concerns with customers. We are a company focused on growth, and your contribution will be key in driving this through existing and new mini-grids for our customers.

You will be responsible for existing customers:

• Day-to-day monitoring and support of customer concerns
• Reporting monthly to customers with financial performance of their grids
• Managing any invoices/expenses ensuring that they are effected correctly with each existing mini-grid
• Listening to customers experiences so NXT Grid can improve its offering
• Identify ways to leverage software to improve customer performance/experience

Your role may expand towards new customers:

• Providing quotes/financial models to customers based for new mini-grid

• Q&A and closing new customer contracts
• Performing due diligence with new customers
• Following-up with customers for new site submissions

Requirements

• General:
• This role is open to all ages, genders, and backgrounds
• Full-time position with flexible working hours
• Location: Lagos, with frequent visits to project sites or customer offices
• Google Workplace suite (Google Docs, Google Sheets, Google Drive etc)
• Fluent spoken and written English;
• Proactive: you must be able to notice issues, and naturally want to fix things in a structured/orderly manner
• Requirements:
• Bachelor's degree (scientific field or strong ability to assimilate the same is preferred)
• Minimum 3 years business development experience
• Having experience in both B2B and B2C business development environments is preferred
• Excellent communication skills
• Excellent problem-solving and troubleshooting skills
• Ability to work independently and collaboratively with a team
• Passion for renewable energy and sustainable development

Benefits

• Paid leave
• Travel allowance, data allowance
• Type of contract: Employee
• Private Health Insurance
• Hybrid: Work From Home/Work From Office