Customer Success Consultant (L1 Resource)

Key Responsibilities: Field Visits Conduct regular visits to client and partner locations to support the rollout and ensure proper understanding and usage of the SaaS platform. Provide on-ground troubleshooting and monitor user engagement. Trainings Organize and conduct user training sessions for various stakeholders (field agents, supervisors, coordinators). Deliver content in the local language when required, adapting material to suit varying technical skill levels. Ground Support & Local Language Assistance Act as the primary on-ground contact during and post-deployment. Provide local language support to ensure smooth communication and platform adoption by end users. Project Tracking Maintain detailed project trackers and implementation logs. Track site-wise deployment progress, user onboarding, and issue resolution status. Transactional Work / Data Collection Perform routine transactional tasks such as collecting, verifying, and uploading data to the platform/portal. Use Microsoft Excel to manage and clean datasets, including the use of basic formulas, lookups, and filters to organize data effectively. Ensure accuracy and consistency in data entry and uploads to support platform operations and reporting. Coordinate with stakeholders to gather necessary inputs and resolve data-related issues in a timely manner. Feedback Collection Collect structured and informal feedback from users in the field. Identify recurring issues or feature requests and relay them to the implementation or product teams. Internal Coordination Collaborate with central project teams to ensure alignment on timelines, issues, and next steps. Help streamline internal communication and documentation. Qualifications & Skills: Bachelor's degree in Information Technology, Business, Communications, or related f ield Minimum 2-3 years of experience in field support, software implementation, or client facing technical roles Familiarity with SaaS platforms and digital tools Strong verbal and written communication skills in English, as well as proficiency in the local language and any relevant local dialects. Proficient in tools like MS Excel, Google Sheets, and basic project management platforms Comfortable with local travel Ability to manage multiple sites and tasks simultaneously Preferred: Familiarity / Experience in implementing SaaS solutions in various sectors Exposure to field data collection tools like ODK, SurveyCTO etc. Basic understanding of CRM systems or enterprise software workflows