Customer Success Manager at Clickatell

Purpose

The Customer 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.

We Do The Right Things-Responsibilities of the Role

• Work in close coordination with the Cape Town Enterprise sales team, to drive customer success and adoption of solutions sold.
• Develop an exceptional understanding of what is required to ensure that Chat Commerce deployments are successful in terms of consumer usage.
• Evaluate past and existing Clickatell deployments, extracting lessons learned and best approaches that, if applied to new projects, will increase the likelihood of success.
• Develop companywide strategies (involving all relevant parties) on how to build capabilities to help customers to deploy Chat Commerce Solutions more successfully.
• Contribute to strategic product develop in relation to target markets and specific use cases.
• Work on specific identified accounts (applying the best practices), to convince clients to deploy and invest and help them to be successful.
• Work closely with designated account managers and solution architects to design the optimal customer experience journey for Enterprise clients.
• Take appropriate actions to develop Clickatell's brand as the company that help their customer's to be successful, through proven success stories.
• Develop a long term plan to grow this expertise in support of Clickatell customers in all our target regions.
• Operate as a strong team player to achieve various goals and objectives.

Requirements
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.
• 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
• 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.
• Successful background driving repeatable solutions, technical wins and / or practice wins.
• Excellent communication (written and oral) and interpersonal skills

Benefits
Why You Should Join- Perks of the Role

• Medical Aid contribution
• Pension fund contribution
• Quarterly performance incentive bonus
• Risk benefit company contributions
• Reimbursable communications allowance for internet and mobile phone bills
• Half-day off on your birthday
• 5 personal days leave a year, over and above your annual leave
• Remote Working (our offices are currently open for essential use only due to COVID-19)
• Home office set-up with laptop, monitor and other related items.