Head of Customer Success - Cape Town at Quicket

We are looking for a:

Passionate and strategic Head of Customer Success to lead our dynamic team. The ideal candidate is someone who values and understands customer satisfaction, people and knows how to get the best of every individual. This person will play a crucial role in driving customer success initiatives and fostering a culture of excellence within the Customer Success department. This person is constantly thinking of ways to improve both product and the team they manage. They intrinsically understand the importance of building relationships and works well in a team. 

This person has a strong IT & management background and is a quick learner.

Requirements
Responsibilities for this role are:

• Lead, develop & take ownership of our Customer Success Team.
• Implement and track KPIs: Oversee the development and monitoring of key performance indicators, providing regular reports on Customer Success metrics to senior management
• Analyse customer feedback and behaviour data to identify trends and areas for improvement in the customer journey
• Drive the success of our organisers by overseeing the efforts of our Organiser Team, including our Account Managers
• Work closely with our Customer Success Supervisor
• Creative problem-solving: Act as a solutions architect, thinking creatively and laterally to address client challenges with informed and custom solutions
• Conduct regular training sessions with the team
• Conduct regular feedback sessions with the team on their performance

The ideal person for this role has:
Experience and Education

• 5-10 years of experience and a proven track record in successful Customer Success Management
• Experience in the events industry or directly managing events is highly beneficial
• Bachelor’s degree in Business, Marketing, or a related field is advantageous
• Previous Account Manager experience is advantageous
• Strong background in customer research, analytics, strategy, and performance management

Skills and Traits  

• Proven leadership skills with a solutions-oriented, can-do attitude
• Client-centric mindset with the ability to gain product knowledge proficiency quickly
• Team management
• A problem solver and good communicator
• Strong prioritisation and time management skills
• Takes initiative and finds ways to improve our offering
• Ability to manage multiple tasks simultaneously
• Can work under pressure
• Keen attention to detail to ensure the perfect delivery of services
• Strong computer skills, including using a CRM and standard productivity tools
• A firm grasp of Excel is beneficial