Customer Success Manager - JHB at Teraco

Purpose of the Role                                                                                                                

• Taking end-to-end ownership and responsibility for operational delivery and stability of clients assigned. Remove any obstacles that may stand in the way of providing exceptional service.

ObjectivesMain function of the Job

• Single point of contact and is end-to-end responsible for the service delivery to a select group of clients.
• Build strong and positive relationships with clients at various levels; Build relationships and rapport with key client contacts.
• All Service Level Agreements to be maintained, monitored, where required escalated, and reported on according to set business parameters.
• Responsible for all reporting requirements for selected clients
• Fully responsible for project management of client’s projects
• Understand the clients core business and how it interacts within Teraco and identify needs and business opportunities.
• Primary escalation point to specified/allocated clients.
• After hours co-ordination and activation of client services and products when required.
• Function as the client advocate on operational and service management matters.
• Hold weekly / monthly meetings with clients, both in person and/or via conference call.
• Accurately document meeting minutes and outcomes and ensure actions are completed timely and escalated where needed to management
• Lead customer interaction on service-related issues and orchestrate actions within Teraco to ensure quick resolution.
• Ensure that the Teraco Service Desk provides the correct level of service for the selected client base.
• Be commercially minded and work closely with the sales team to position Teraco strongly for business retention, contract renewal and service extension.
• Drive continuous improvement to address root cause of incidents that impact client base.
• Continually interrogate and analyse tickets logged by client base and find opportunities for improvement.
• Make recommendations for service improvement plans and ensure actions are followed through to completion in a timely manner.
• Configure ClientZone access as per documented procedure, and subject to contractual requirements.
• Provide leadership, guidance and thought leadership on operational items from a Teraco perspective.

Requirements

Skill Requirements

• A comprehensive understanding of telecommunications and data centre industry
• Ability to prioritise work to ensure tasks are completed within time constraints.
• Resilience and proven ability to deliver
• Demonstrates leadership skills
• Client focused and excellent interpersonal relationships
• Active listening – ability to understand client’s requirements
• Ability to work independently & a positive collaborator
• Excellent written and verbal communication skills
• Initiative-taking, self-confident and self-driven
• Ability to communicate at all levels of the business
• Ability to multi-task
• Prominent level of energy
• Ability to work under pressure
• Conducts self professionally, exhibits elevated levels of tolerance and patience
• Responsible for continued learning and self-development
• To be able to communicate at all levels of the business, professionally in English (reading/understanding, spoken, written), good minute taking and report writing skills
• Excellent critical thinking skills
• Meticulous and analytical with a high diligence
• Ownership and follow-up skills
• Able to take responsibility for own actions and performance
• Ability to prioritise, organise and manage a complex and sometimes conflicting workload, and to work well under pressure

Qualifications and Experience

• Matric Qualification
• Business Diploma preferred, but not mandatory
• Minimum 10 years’ experience as SDM or similar role
• Microsoft Office skills
• Knowledge and experience in understanding Service Level Agreements
• Experience in utilities/power deployment and cabling infrastructures
• ITIL Foundation certification preferred
• Previous experience as a Team Leader or responsible for management of Enterprise Accounts or demonstrable experience in leading teams preferred, but not mandatory
• Must demonstrate ability to lead by influence rather than hierarchy