Customer Solution and Success Manager - Johannesburg at Clickatell

Purpose

• The Customer Solution and Success Manager will develop and implement best practices to help our largest accounts to grow their Chat Commerce transaction volumes to a critical mass. This is a critical role in helping our clients to achieve their business objectives. Part of the function will focus on pre-sales, as it’s an iterative journey that we take the customer on in up-sell and cross-sell opportunities). The other part of the function will focus on driving customer/consumer adoption of the channel and driving usage velocity in the channel through new use cases.

We Do The Right Things

Responsibilities of the Role

• Work in close coordination with the regional Enterprise sales team (i.e. commercial managers and solution architects) to design the optimal consumer experience journey at our Enterprise clients (i.e. optimizing B2B2C CX design).
• Develop and optimize chat user journeys through interactive consultation with the Enterprise clients.
• Develop an exceptional understanding of what is required to ensure that Chat Commerce deployments are successful in terms of consumer experience, ROI & automation of processes.
• Evaluate past and existing Clickatell deployments, extracting lessons learned and best approaches that if applied to new projects will increase the likelihood of successful deal closure.
• Develop companywide strategies (involving all relevant parties) on how to build capabilities to help customers to optimize the CX of Chat Commerce Solutions.
• Contribute to strategic product develop in relation to target markets and specific use cases.
• Work on specific identified accounts (applying the best practices) in collaboration with virtual team across the business, to convince clients to deploy and invest and help them to be successful.
• Take appropriate actions to develop Clickatell's brand as the company that help their customer's to be successful, through proven success stories.
• Operate as a strong team player to achieve various goals and objectives
• Demonstrate ongoing value realisation by defining and documenting the customer’s business objectives, definition of success and key success milestones; performing periodic business reviews and demonstrating value realised from the Clickatell solution.
• Own and manage the customer engagement plan, including a monthly rhythm of business and quarterly performance/value reviews, defining oneself as the voice of the customer, while also developing, executing, and monitoring a strategic Customer Success Plan that incorporates key health KPIs, renewal, and growth plans.

We Are On A Learning Journey

Requirements of the Role

Work Experience

• Broad-based business professional with 10+ years of experience in business transformation and project management
• Proven ability to interact with Senior client decision makers, building confidence to deliver on strategic projects
• Successful track record in shaping new generation, transformational products - especially in the retail or financial services verticals.
• Proven track record in understanding and developing consumer journeys in mobile environments to optimize conversational channel deployments.

Knowledge and Abilities

• Good analytic skills to understand previous successes and market dynamics.
• Ability to conceptualise outcomes through a process of integrating diverse disciplines (product functionality, promotional activities, consumer behaviour and return on investments) to develop targeted solutions.
• Strong business acumen, analytical and problem skills, and focus.
• People-person who is skilled at impressing and satisfying customer not only with results but technical capability.
• High-energy, visionary executive with high intellectual horsepower and a proven entrepreneurial track record of defining and delivering new initiatives
• Demonstrated leadership, teamwork and collaboration in a professional setting
• Successful background driving repeatable solutions, technical wins and / or practice wins.
• Excellent communication (written and oral) and interpersonal skills

A Bit About You

Behavioral competency requirements of a Pacesetter:

• Cultivating Talent: Actively drives the development of skills and strengths within the team and recognizes achievements. Coaches the team on procedures, technical issues, and priorities. Leads and contributes to a positive team environment with open communication and clear goals. Listens to team members’ feedback and resolves any issues or conflicts.
• Managing Resources: Manages resources optimally by making the right decisions that impacts how resources are used and for what benefit. Accurately estimates, forecast, projects, and monitors available levels of relevant resources and makes the right calls.
• Expert Exchanges: Seeks and communicates insights. Acts as access point for information within their team and throughout the organization and ensures sharing of key learnings. Prepares and presents reports, and updates advising on performance and capacity.
• Risk Mitigation: Resolves problems that are complex and drives decision-making processes. Systematically processes key factors when resolving conflict, managing risk, ensuring compliance, and addressing quality concerns.
• Foster Teamwork: Builds relationships and influentially engages across teams to elevate performance. Facilitates brainstorming that delivers the best solutions. Encourages an inclusive culture where voices are heard and being open-minded is valued.
• Emotions and Performance: Puts effort into managing the link between emotions and performance that helps others do their best work by increasing self-awareness and reducing blind spots. Fosters a safe environment where others feel comfortable to take smart risks and build relationships.
• Drive Execution: Develops tactical plans that support the strategy and plans the detail of the projects, activities, and resources to deliver the goal.
• Coordinating Activity: Develops and manages processes conceptually and technically. Plans, monitors work, and accurately reads situations to course correct and ensure expectations are met.
• Navigating Change: Delivers change by bringing the team together, aligning their work and navigating them through the process. Stays on track by being optimistic and focusing on what is in their control. Executes by getting the right things done by the right people to deliver results.
• Driving Performance: Relentlessly reviews dashboards, systems, KPIs, procedures, and processes, and drives the team’s performance to incrementally improve results. Ensures processes are effective while aligning to best practice and increasing value.