As a Customer Success Graduate Trainee, your work will be to ensure that our clients realize the full value of their investment in the cloud offerings of Pawa IT Solutions. You will focus your expertise on user adoption, technical health, and long-term satisfaction of the clients while maintaining growth. You will also be required to collaborate with the internal teams to deliver impactful solutions to the customer and internal stakeholders.

Responsibilities

• Customer Retention: You’ll be responsible for supporting customer retention by ensuring Customer renewals and onboarding are done on time.

• Customer Onboarding & Adoption: You’ll guide new customers through their implementation journey, ensuring smooth onboarding experiences. You’ll work closely with customers to understand their workflows and recommend best practices for using our cloud products effectively.

• Relationship Building & Engagement: You’ll be involved in developing strong relationships with customers by conducting regular check-ins, business reviews, and training sessions, ensuring customer satisfaction.

• Product Education & Enablement: You need to become an expert in our cloud solutions and help customers unlock their full potential. This includes creating helpful resources, providing guidance on new features and capabilities that align with customer objectives.

• Health Monitoring & Analytics: With support from the Technical Account Analyst, you will help track customer health metrics, product usage, and engagement to identify early challenges and uncover opportunities for service improvements and feature adoption.

• Customer Advocacy & Feedback: You’ll serve as the voice of the customer internally, gathering feedback and insights that help improve our services. You’ll also identify opportunities where satisfied customers can share their success stories.

• Reporting & Documentation: You’ll maintain accurate customer records, document success stories and best practices. You will also provide reports to stakeholders on key Customer metrics.

• Internal resource building: You’ll be involved in providing solutions and co-creating solutions with existing customers that suit their cloud needs on both GCP, Google Workspace and other cloud solutions.

• Additional Responsibilities: You will be required to perform other duties assigned to you by your line manager in accordance with your role.

Requirements

Education and Technical Foundation

• Bachelor’s degree in computer science, Information technology, Business information technology, or a related field.

• Proficiency in Google Sheets, including formulas, pivot tables, and data visualization

• Basic understanding of cloud computing concepts is helpful.

• Willingness to pursue relevant certifications in Google Workspace, Google Cloud Platform (GCP), or related technologies

Core Competencies

• Communication Excellence: Strong communication skills with the ability to translate complex technical concepts into clear, simple language for diverse audiences.

• Natural problem-solver who thinks creatively about customer challenges

• Organizational Skills: Detail-oriented with strong time management and prioritization abilities

• Empathetic listener who is eager to solve problems and provide proactive solutions to different problems.

• Previous experience in a customer-facing role (customer service, sales support, account management, or technical support) is an added advantage

Benefits

• Monthly stipend (statutory contributions – SHA, NSSF and PAYE will be deducted)

• Free lunch

• A structured learning and mentorship program

• A supportive and collaborative work environment

• Career growth opportunities within the department