Customer Success Consultant

Job Description

Job Title: Customer Success Consultant
Location: Lagos
Employment Type: Full-Time
Experience: 2–4 years of experience
Salary : 1,000 USD per month (Payment in Naira)

Job Summary
The Customer Success Consultant will provide operational support for Sales Force Automation (SFA) and Distributor Management System (DMS) platforms within assigned regions. This role ensures timely resolution of user issues, supports automated DMS operations, and maintains system reliability for sales teams and distributor partners. The consultant will work closely with the Team Lead – Support & DMS Operations to ensure seamless system functionality and accurate commercial data visibility across the organization.

Key Responsibilities
* Provide first-line support for all SFA and DMS users within assigned regions.
* Log, track, and resolve system-related issues within defined SLA timelines.
* Escalate complex system issues to the Team Lead or central digital systems team when required.
* Maintain documentation of recurring issues and resolutions to support continuous improvement.
* Provide backend support for automated DMS processes across distributors and sales teams.
* Investigate and troubleshoot system errors affecting transaction synchronization, visibility, or reporting.
* Assist users in resolving system access, configuration, or operational issues related to DMS.
* Ensure all system users adhere to approved SFA and DMS operational procedures.
* Provide structured guidance to sales teams and distributor personnel on correct system usage.
* Support onboarding of new users, ensuring proper system setup and orientation.
* Reinforce compliance by identifying misuse or deviations from SOPs and escalating where necessary.
* Support periodic user retraining and system refresh sessions to maintain consistent standards.

Key Qualifications and Skills
* HND / B.Sc. in Business Administration, Accounting, or related field.
* 2–4 years of experience in sales operations, system support, or digital sales systems within an FMCG environment.
* Experience supporting SFA or DMS platforms is an advantage.
* Strong troubleshooting ability for system-related issues.
* Good understanding of data validation and reporting processes.
* Proficiency in Microsoft Excel and basic reporting tools.
* Strong communication and user support skills.
* Responsive, detail-oriented, disciplined, supportive, and collaborative attitude.

NB: All information will be treated with strictest confidentiality.