Customer Success Manager Job Vacancy in Nkhata Bay, Malawi – Telecommunications
Job Description
Position: Customer Success Manager
Company: Airtel Malawi
Location: Nkhata Bay, Malawi
Experience: 3-5 years in customer success, account management or related fields
Education: Bachelor’s degree in Business Administration, Communications, or a related discipline
Employment Type: Full-time
Industry: Telecommunications
Department: Customer Experience
Salary: SSP 800,000 – SSP 1,200,000 per annum
Vacancies:1
Company Overview
Airtel Malawi is a leading mobile network operator delivering innovative voice, data, and digital services across the nation. As part of the global Bharti Airtel Group, the company combines international expertise with a deep understanding of local market dynamics. Airtel Malawi is committed to expanding connectivity, fostering digital inclusion, and supporting economic growth in Malawi. With a robust network covering urban and rural areas, the company offers a wide range of products, from prepaid and postpaid plans to mobile money solutions, making it a pivotal player in the country’s telecommunications landscape. The organization values customer centricity, technological advancement, and sustainable business practices, creating a vibrant environment for professionals seeking to make a meaningful impact.
Job Overview
The Customer Success Manager will lead initiatives to enhance customer satisfaction, retention, and lifetime value for Airtel Malawi’s diverse client base. This role involves developing strategic relationships with key accounts, guiding cross‑functional teams, and implementing data‑driven programs that align with the company’s growth objectives. The successful candidate will act as the voice of the customer within the organization, ensuring that product enhancements, service improvements, and support processes reflect real‑world needs. This position offers a unique opportunity to shape the customer experience in a fast‑growing telecom market while contributing to broader business goals.
Key Responsibilities
- Develop and execute customer success strategies that increase churn reduction and upsell opportunities.
- Serve as the primary point of contact for high‑value enterprise and SME customers, ensuring timely resolution of issues.
- Collaborate with product, sales, and technical support teams to deliver seamless service experiences.
- Analyze customer usage data, feedback, and NPS scores to identify trends and recommend actionable improvements.
- Lead quarterly business reviews with key accounts, presenting performance insights and growth recommendations.
- Design and implement onboarding programs that accelerate product adoption and drive early value realization.
- Monitor and report on key performance indicators (KPIs) such as customer satisfaction, renewal rates, and revenue expansion.
- Champion a customer‑first culture by training internal teams on best practices and empathy‑driven communication.
Required Skills
- Strong interpersonal and communication skills, with the ability to build trust at all organizational levels.
- Proficiency in CRM platforms (e.g., Salesforce) and data analytics tools.
- Excellent problem‑solving abilities and a proactive, solutions‑oriented mindset.
- Ability to translate technical concepts into clear, business‑focused language.
- Leadership experience in cross‑functional project management.
- High emotional intelligence and a passion for delivering exceptional customer experiences.
Education
A bachelor’s degree in Business Administration, Communications, Marketing, or a related field is required. Advanced certifications in Customer Success Management, Project Management (PMP), or data analytics are considered an advantage.
Experience
Applicants should have 3‑5 years of proven experience in customer success, account management, or a similar client‑facing role within the telecommunications or technology sector. Experience managing enterprise‑level accounts and leading cross‑functional initiatives is essential.
Salary
The compensation package ranges from SSP 800,000 to SSP 1,200,000 per annum, commensurate with experience and qualifications. Performance‑based incentives and bonuses are also part of the total rewards structure.
Benefits
- Comprehensive health insurance covering medical, dental, and vision.
- Retirement savings plan with company matching contributions.
- Paid annual leave, sick leave, and public holidays.
- Employee assistance program and wellness initiatives.
- Mobile device allowance and subsidized airtime packages.
Training
- Onboarding program that includes product deep‑dives, system training, and customer journey mapping.
- Continuous professional development through workshops, webinars, and industry conferences.
- Access to Airtel’s global learning platform for certifications in sales, analytics, and leadership.
Working Environment
Airtel Malawi offers a dynamic, collaborative workplace that encourages innovation and personal growth. The office in Nkhata Bay provides modern facilities, high‑speed internet, and a supportive team culture. Employees benefit from flexible working arrangements, including remote work options where applicable, fostering a healthy work‑life balance.
Application Process
Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the Airtel Careers portal. Applications will be reviewed on a rolling basis, and shortlisted candidates will be invited for an initial virtual interview followed by an on‑site assessment.
https://mauritiusjobsearch.com/job-vacancy-mauritius/
Equal Opportunity Statement
Airtel Malawi is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, race, religion, age, disability, or sexual orientation. All qualified applicants will receive consideration for employment without discrimination.
