ABOUT CELLULANT
Cellulant is a pioneering B2B payments technology company based in Africa that powers payment processing for thousands of businesses. Through a single, simple connection, our payment platform - Tingg - enables businesses to disburse funds and manage their offline or online collections while allowing their customers to pay via mobile money, local and international cards or direct bank payments.
With local acquiring in over 30 markets and supporting 300+ payment methods, Cellulant processes over 240 million transactions annually for market leaders in various sectors such as Airlines, Telecoms, E-commerce, Ride-Hailing, Retail and Remittances.
OUR STORY
Since our founding in 2003, Cellulant has evolved from a digital content provider into a leading payments platform with a presence in 35 African countries. For more than 20 years, we've built a robust network that integrates multiple payment methods, addressing the unique challenges of Africa’s diverse payment landscape.
We began selling ringtones as a digital content business and quickly realised the need for a more streamlined way to manage payments. This realisation led us to develop a platform that initially allowed customers to check their bank balances and eventually evolved into a comprehensive payment solution. Our journey has seen us partner with more than 1000 businesses, including some of the largest banks and mobile money providers on the continent.
Throughout the years, we've continuously adapted and grown, leveraging our experiences to simplify payments for businesses and consumers alike. Today, Cellulant powers online and offline payment processing allowing businesses to collect payments, send payouts, and accelerate business growth. We’re the payment fabric that makes interoperability possible and stitches Africa together for the global economy.
OUR VISION:
To create a connected world where businesses move money as easily as they share ideas.
Read more about us and our leadership team.
Role Overview
As an Associate Analyst – Customer Success, you will play a crucial role in supporting customer engagement, product adoption, and issue resolution while ensuring seamless customer experiences. You will be responsible for analyzing customer data, tracking key success metrics, and supporting the broader Customer Success team in delivering high-quality service to the Bronze tiers customers. This role is ideal for a detail-oriented professional who has strong analytical skills and thrives in data-driven decision-making, problem-solving, and cross-functional collaboration with a customer-centric approach. You will be involved in customer onboarding, performance tracking, and reporting, ensuring that customers derive maximum value from our solutions.
Key Responsibilities
Customer Onboarding & Product Adoption
- Assist in onboarding new customers, ensuring a smooth transition from sales to implementation.
- Support training sessions and enablement programs to drive product adoption.
- Track % of merchants completing onboarding within defined SLAs and provide insights to improve the process.
Customer Data Analysis & Reporting
- Analyze customer usage, adoption trends, and transaction success rates to identify opportunities for optimization.
- Monitor Customer Health Score (including adoption, usage, satisfaction, and transaction success rates – QOS) to proactively detect risks.
- Design and maintain service dashboards and reports for internal and external stakeholders.
Customer Support & Issue Resolution
- Act as a first point of escalation for customer issues, ensuring timely resolution within defined SLAs.
- Work closely with product, support, and engineering teams to troubleshoot and resolve client concerns efficiently.
- Maintain and update a weekly customer issue tracker, ensuring transparency in issue resolution.
Customer Engagement & Retention
- Conduct regular business reviews to ensure continuous customer engagement.
- Track customer retention rate and provide insights on churn risks and proactive intervention strategies.
- Support upsell and cross-sell initiatives, identifying potential opportunities for revenue growth.
Process Improvement & Operational Efficiency
- Collaborate with internal teams to improve customer success processes and enhance operational efficiency.
- Provide structured Root Cause Analysis (RCA) for major incidents, contributing to service improvements.
- Follow up with operations on settlements and reconciliation processes to ensure smooth transactions.
Key Attributes & Experience
- Customer-Centric Approach – Passionate about delivering exceptional customer experiences and building strong relationships.
- Data-Driven Mindset – Ability to analyze customer metrics, identify trends, and provide insights for strategic decision-making.
- Problem-Solving Skills – Strong analytical skills to identify challenges, troubleshoot issues, and proactively resolve customer concerns.
- Attention to Detail – Highly organized, with a keen eye for data accuracy and reporting.
- Collaboration & Communication – Strong interpersonal and communication skills to effectively work with internal teams and external customers.
- Technical Aptitude – Basic understanding of customer success platforms, dashboards, and reporting tools is an advantage.
Very experienced in customer support and engagement. - Strong understanding of payments and financial transactions.
- Can command the respect of senior personnel at our customers
- Can quickly understand the customer's industry and business so that they engage in value-adding discussion
- Passionate about customer success with excellent engagement skills.
- Work closely with Sales and BD to grow customer relationships and revenue
KPIs:
- Customer Retention Rate: Achieve a retention rate of 90% or higher by focusing on consistent value delivery.
- Customer satisfaction (CSAT) score: Maintain an average CSATl score of 85% or higher across all customer Interactions
- Onboarding success Rate: Ensure 95% or new customers complete the onboarding process within the first 30 days and are set up for success.
- Net Promoter Score (NPS): Aim for an NPS of 70 or above, indicating strong customer loyalty and willingness to recommend our products and services
- Customer Expansion: Drive a 15% increase in upsell and cross-sell opportunities through a deep understanding of customer needs and product fit
- Customer Health Score (adoption, usage, transaction success rates, and satisfaction – QOS)
- Ticket resolution within defined SLAs, Product Adoption Rate tracking.
WHY WORK FOR US?
At Cellulant, transforming payments in Africa isn't just a job; it is our mission. We believe by simplifying the way people pay and get paid; we are accelerating businesses, opening up markets, bridging wealth gaps and connecting Africa to the global economy.
Some exciting things about us...
- We have an Extensive Footprint: We have an office presence in over 10 countries, and our products serve 35 countries across Africa with a global workforce of about 300 employees.
- We believe that innovation is at the Heart of Fintech: Thousands of companies use our technology to deliver seamless payment experiences. Our customers range from various sectors such as Airlines, Telecoms, E-commerce, Ride-Hailing, Retail, to Remittances.
- We Support a Diverse and Inclusive Workforce: We focus on the growth and development of our employees through well-developed, individualised career paths ensuring you reach your full potential in a supportive and delivery-oriented environment.
- We Put our Employees First: We offer market-related compensation, generous personal time off and, markets permitting, medical and life insurance benefits.
- We Seek Collaborative Builders: At Cellulant, we believe that great ideas happen when we come together. We, therefore, nurture a collaborative work environment that challenges, engages and empowers each person to contribute to the growth and success of the business.
- We Solve for Africa’s Digital Economy: We’re solving payment challenges on the continent to create opportunities and accelerate economic growth for all of Africa.