Customer Success Manager at Adapt IT

About the position

Introduction

We are currently recruiting for a Customer Success Manager who will be based at our Cape Town office to oversee all customer service contracts and management of customer matters by:

Description
 

·        Assisting the business to achieve and retain revenue and customer satisfaction through high levels of customer experience and service;

·        Providing information about Micros products and services;

·        Responding to customer complains timeously;

·        Providing leadership and direction to the customer services teams;

·        Achieving continuous customer service improvement with all internal and external stakeholders;

·        Design and define customer relationships programmes and key initiatives for sales and service divisions;

·        Understanding market, industry and technology needs for our clients.

 

Primary Responsibilities for the Role

a)     Strategy and Performance

·        Develop and implement customer service strategy

·        Service portfolio management

·        Demand and capacity management

·        Business relationships management

·        Execute on retention strategy

·        Incident and request fulfilment management

·        Problem management

·        Technical Management

b)     Customer Service Operation

·        Service process management

·        Service level and Risk management

·        Capacity management and availability management

·        Service continuity management

·        Information security management

·        Compliance and architecture management

·        Proactive initiatives with end-customer

·        Improve customer service procedures, policies and standards

c)      People Management

·        Lead and motivate customer service teams

·        Ensure that all customer service teams have signed performance contracts in place

·        Manage disciplinary matters in collaboration and drive accountability

·        Manage training needs for the department

·        Conduct customer service workshops to staff

·        Ensure that the department has enough headcount to deliver on the business objectives

d)     Revenue and Sales

·        Partner with sales team to develop customer support and/or loyalty programmes for micros customers where required

·        Monitor and implement Service Level agreements

 

 



Minimum Requirements
Minimum Qualification and Experience Requirements

·        Degree or relevant diploma

·        Minimum 5 years’ experience in customer service

·        Minimum 3 years’ experience in people management

·        Experience in Micros products, systems and processes as an advantage

·        Diverse background in sales, ICT Software, Hospitality, Retail and service

·        Service reviews and process evaluation

Desired Skills and Qualities

Personal Attributes and Qualities

·        Must be persuasive, assertive and good a communicator

·        Ability to lean fast, particularly in software solutions

·        Good technical understanding

·        Proactive and self-managed

·        High level of patience

·        Ability to communicate clearly

·        Knowledge of excellent service offering

·        High level of professionalism and resilience

·        Time management skills

·        Ability to act proactive when dealing with customers’ needs

·        Ability to analyse and interprete data

Desired Skills:

• customer service
• people management
• Communication
• Sales
• Revenue
• Service level
• Risk management