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Johannesburg, Gp, Za

Johannesburg Metropolitan Area

Cape Town, Western Cape, South Africa

_Customer Success Strategy_• Develop and execute a comprehensive customer success strategy for outbound marketing services, aligning with the company's vision and objectives._Customer Engagement and Relationship Management_• Act as a trusted advisor to clients, offering strategic insights and recommendations for optimizing their outbound marketing efforts._Team Leadership and Development_• Lead and mentor a high-performing Customer Success and SDR Teams, providing guidance, coaching, and professional development opportunities._Campaign Performance Analysis_• Analyze outbound marketing campaign performance data to identify trends, opportunities, and areas for improvement._Customer Advocacy_• Serve as the voice of the customer within the organization, advocating for customer needs, feedback, and concerns._Metrics and Reporting_• Define key performance indicators (KPIs) to measure the success of customer engagement, retention, and upselling efforts._Continuous Improvement_• Stay up-to-date with industry trends, emerging technologies, and best practices in outbound marketing and customer success.

Cape Town, Western Cape, South Africa

RoomRaccoon is a Hotel Tech Software company operating in over 50 countries across 9 territories. Role OverviewOwn the executive and strategic level of all global customer operations and services including Customer Support, Success and Training. Establish operating practices to address scalability, achieve KPI’s and globally manage customers across the life cycle of the engagement. Oversee customer base of £5 million ARR. _Responsibilities_ • Serve as member of the Executive Senior Leadership Team• Oversee a team of 20+ service personnel • Implement actions to address customer pain points and processes to enhance customer experience• Ensure operational excellence is delivered through good stakeholder relationship management with internal and external parties.• Lead the development of the strategy and policies for Customer Operations • Develop, implement, and revise policies, operational procedures to ensure functional effectiveness of the division.• Set Customer Operations (KPI’s) targets across all functional areas and ensure that they are met.• Accountable for all aspects of leading the following functional areas: Customer Service Centers, Customer Training and Customer Success departments.• Recruit employees, assign and direct work, oversee their development, identify training needs and maintain staff competence.• Identify and improve on current processes to improve customer experience.• Empower and engage the customer service team.• Use customer insight to improve customer experience and identify customer pain points.• Upskill customer operations team to better support the business.

Cape Town, Western Cape, South Africa

_Role Overview_Overall responsibility for the development, performance and maintenance of the Customer Support and Customer Success departments in all global territories of the organisation. Ensuring that quality of service is maintained and KPI's such as NRR, Growth sales and CSAT are achieved. _Responsibilities _• Direct and manage all the customer service activities• Manage and monitor the overall performance of the customer services team in all global territories. • Support and assistance between customer services department and rest of organisation• Improve mechanisms for surveying and measuring customer satisfaction • Develop plans for customer services activities to include customer management to achieve satisfaction targets.• Recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met.• Delegate authority and responsibility to team with supervision, accountability and review• Control expenses to meet budgetary controls• Interact and co-operate with all members of the organisation, its suppliers and clients/customers

Johannesburg, Gauteng, South Africa

_Role Overview_ • Team Perfomance• Team Management • Responsible for creating and maintaining a global customer success team, creating a culture of partnership, and leveraging data to continuously improve.• Optimizing the Customer Journey• Reduce churn and driving retention through greater advocacy and referenceability• Deliver transformational leadership so that team is highly motivated and engaged. • Aligning team efforts to the mission and vision of the organization.• Ensure long-term, reliable recurring revenue results• Recruiting & Hiring _Responsibilities_• Recruiting and building the right team to train and onboard new customers• Project Management • QA Auditing • Developing a dynamic strategy to accomplish the team’s goals• Developing tactical plans, executing them, and measuring results• Drive customer outcomes and customer experience• Influence future lifetime value through customer satisfaction and overall customer results• Establish customer service policies and practices• Escalation and query management

Johannesburg Area, South Africa

Role Overview : _Management_ • Oversee both the Technical Support Department & Services (Managed Services /Template Design) Department• Overseeing and assessing customer experience staff activities, and providing them with regular performance-related feedback.• Responsible for managing, coaching and mentoring the support team. • Responsible to ensure that SLA’s are met and quality are reached and maintained. • Work with the client service manager to implement service delivery requirements.• Prioritize actions and monitor team resources in order to meet client requests and queries. • Continues assessment of the team’s output including quality control checks. • Identify and asses areas of improvement in customer experience and service._Customer Services_ • Strategizing and monitoring daily activities of customer service operations.• Actively manage client relationships • Assisting customer experience staff with duties where required.• Training staff in areas of customer service and company policies.• Investigating and solving customer service complaints.• Assisting with the development and implementation of internal policies• Maintaining documentation pertaining to customer service department activities._ IT Governance_ • Oversee the Internal IT Department and IT Governance• Manage IT infrastructure, policies and internal governance• Ensure that internal knowledge is documented and shared among support staff. • Manage and oversee internal IT requirements including hardware procurement, IT Policies administration, asset monitoring.Additional Responsibilities : • Identify key support areas and work with the development team to resolve issues. • Assess internal processes between the support team and other departments and make recommendations for improvement where necessary.• Implement and oversee the development of the online training platform (LMS) for product training.

Houghton, Johannesburg

Role: Overview• To manage and grow key enterprise accounts• Managing and retaining existing clients as well as new clients• Gaining a clear understanding of customers' businesses and objectives• Assisting with recommendations on email marketing strategies and best practices • Assisting clients on the best way of achieving objectives using the features in the product• Advising clients on forthcoming product developments• Compiling client reports analysing email performance and trends• Training on the Everlytic software product for clients • Dealing with any support queries and questions.Additional Responsibilities:• Manage training department requests• Internal Induction Programme Co-ordination• Arrange client Workshops and Group training sessions• Co-Ordinate none- Enterprise client training • Representing the organisation at events and workshops

Johannesburg Area, South Africa

Role Overview:• Developing relationships with existing corporate clients of Legal and Tax Services• Developing relationships with new clients who join Legal and Tax on a group scheme basis• Involvement in Induction within new corporates signed to the scheme• Trainer to existing and new staff on the group benefit product specifications• Assistance with product development and innovation. Additional Responsibilities:• Collating of all information regarding clients including monthly reporting and collection of client listings• Reporting monthly on billable clients with the finance department• Assistance with marketing the Solace brand• Play an administrative role with regards to documentation and filing within the corporate client space• Daily performance monitoring of sales teams and their logistical elements• Daily performance monitoring of meeting organisers• Assistance with Legal and Tax training and induction as a whole• Act as a liaison between all departments of Legal and Tax and the corporate team

Johannesburg

Role Overview:•Maintaining the revenue growth of each account ensuring they remain in line with\ annual targets.•Manage and provide assistance in managing or maintaining accounts of strategic clients.•Develop relationships with key account clients; ask for their feedback and provide feedback to the branch units for purpose of enhancing the quality of service.•Provide assistance in the service provided by the branches, determining the areas of improvement and maintaining service level agreements.•Cross-selling of bank products by conducting reviews on clients’ accounts on regular basis to evaluate clients’ needs and determine types of additional services/products.•Conduct yearly reviews on clients’ accounts to evaluate prices/fees structures that will suite the clients’ needs as well as the organization’s objectives.•Develop and maintain a good relationship with key decision makers at clients.•Increase the brand awareness of the bank within the travel industry through networking and sourcing marketing opportunities.Responsibilities and Tasks:•Sole Account manager for Travel agents within the bank looking after 6 large Travel companies nationwide (over 230 branch offices).•Key account manager responsible for the Bidvest group travel companies.•Manage the banks national online lead platform.•To assist with the preparation of contractual agreements with travel companies and ensure that these are fully adhered to.•Project management of the roll-out of all new contracts and services involving the travel agents as clients of the bank.•Market the bank in the travel industry through associations and events.•Procure marketing opportunities for the bank within Travel Industry Publications

Post Graduate Diploma, Corporate Governance, With Distinction

Coaching Skills For Todays Leaders

Diploma In Digital Marketing - University Of Stellenbosch Business School

Bachelor Of Business And Commerce, Marketing And Management