Business Analyst

Role Description

• This is a contract, hybrid role based in Lagos, with a mix of on-site collaboration and some work-from-home flexibility. The Customer Success Specialist will serve as a primary point of contact for clients, ensuring they derive value from Conclase’s services and remain satisfied with ongoing engagements. Day-to-day responsibilities include onboarding new clients, responding to inquiries, resolving support issues, and proactively following up to monitor service performance and client outcomes. The role involves gathering feedback, analyzing client needs, and working with internal teams to improve processes, documentation, and service offerings. The Customer Success Specialist will also contribute to retention and expansion efforts by identifying opportunities for upsell, cross-sell, and continuous improvement in client experience.

Qualifications

• Strong customer-facing skills, including Customer Service, Customer Support, and Customer Satisfaction, with a focus on building long-term relationships.
• Effective Communication skills, both written and verbal, with the ability to explain technical or complex concepts in clear, accessible language.
• Solid Analytical Skills to interpret client feedback, usage data, and service metrics, and to recommend appropriate solutions or improvements.
• Proven experience in a customer success, account management, or client support role, preferably within a tech or tech-enabled environment.
• Ability to manage multiple accounts and priorities in a fast-paced setting, with strong organizational and time-management skills.
• Comfort working in a hybrid model in Lagos, including regular on-site collaboration with internal teams and clients.
• Familiarity with CRM or customer success tools, and proficiency with common office software e.g., spreadsheets, presentation tools.
• Bachelor’s degree in Business, Communications, Information Technology, or a related field, or equivalent practical experience.