Jobs 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.

go to method of application »

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.

go to method of application »

Purpose

• We put our customers first and bring focus and energy twhat matters tthem and grows their business. For a start, we dthis by ensuring our customer implementations stay on track and are delivered on-time and tour high standards. This role will drive operational excellence within our fast-growing organization by coordinating, facilitating and managing onboarding activities that are critical tachieving success and unlocking value for our customers. Success in this role is centred around managing customer expectations and onboarding solutions within the chat commerce and technology landscape for different projects. You will work closely with Sales and the Product & Technology team to keep everyone in sync, track progress, and address obstacles tensure successful launches and consumer usage.

We Do The Right Things
Responsibilities of the Role

• Manage deployment/integration activities for key, mainstream customers from contract tlaunch.
• Manage different types of projects and activations by developing project plans and ensuring optimal utilization of all tools ttrack progress and monitor roadblocks.
• Establish all project requirements and ensure compliance tall timeframes and prepare appropriate presentations for all customers.
• Coordinate all activities, both internal teams, customer teams and (when appropriate) third party (external) teams.
• Measure, control and report on all project activities related tmilestones and budgets.
• Identify key weaknesses and failure points in current project implementation plans and spearhead process improvements towards best practice
• Guiding customers through required implementation processes and act as focal point for project communications. Ensure successful deployments tconsumer usage.
• Managing issue escalation and resolution processes on behalf of the customer

We Are On A Learning Journey
Requirements of the Role

• Tertiary qualification in a relevant field (project management or systems development) or relevant field experience.

Work Experience

• 3+ years of software implementation project management experience in a fast paced, high-growth organization
• Working with high profile customers in a project management capacity
• Implementing and successfully managing projects or initiatives
• Experience with payments, telecoms or fintech environments in a SAAS architecture will be an advantage.
• Knowledge of different deployment methodologies is a requirement.
• Proficient Knowledge and Ability (this means that you know your stuff)
• Ability tunderstand business requirement specification documentation
• Jira and Confluence proficiency with understanding of MS suite of products
• Ability twork with stakeholders at different levels across cultural and time zone barriers
• In-Depth Knowledge and Ability (this means that you are the “go-to” person)
• Project management tools and best practice for enterprise solution implementation
• Expert ability thandle high profile customers and complex technology projects

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 possibility
• Home office set-up with laptop, monitor and other related items.

go to method of application »

Purpose 

• Clickatell is looking for a Commercial Manager that will focus their efforts in expanding our chat commerce solution’s footprint in South Africa.  Engaging with current and future clients, you will work to introduce solutions portfolio to client’s needs to transform customer engagement and realize cost and operational efficiencies through this new digital channel in innovative ways. 

We Do Things Right 

Responsibilities of the Role 

Managing existing clients and revenue  

• Drive value to our customers by identifying problems, offering creative solutions, and leveraging partnerships to move both organizations toward their strategic goals. 
• Manage the entire sales cycle to ensure you customers experience the full customer journey. 
• Provide technical support to our customers with the goal to keep customers satisfied with the business's products. 

Cross sell to existing clients

• Develop in-depth customer portfolios by conducting research on the client company to build out a comprehensive profile. 
• Create comprehensive client business plans and engage in complex deal negotiation to build a stable, growing pipeline of current and future business opportunities. 
• Provide professional after-sales support to enhance the customers’ dedication. 

Hunting for new clients 

• Focuses on building long-term mutually beneficial partnerships with core enterprise customers.  
• Unearth new sales opportunities through networking and turn them into long term partnerships. 
• Engage in complex deal structuring and negotiation efforts designed to win new deals. 
• Present products to prospective clients and grow with your customer by ensuring you have a strategic account plan for each customer. 
• Set sales and revenue targets and work diligently to meet them. 
• Working integrally with all internal team members to facilitate the process of achieving client success in terms of solution adoption and revenue generation. 

We Are On A Learning Journey 

Requirements of the Role 

• Proven experience to create a comprehensive client business plan to manage account sales while accurately forecasting future bookings and revenues. 
• Proven experience to work cross functionally as part of a solution team. 
• Relevant Degree or 8 years of relevant job experience with similar essential duties. 
• Proven business acumen with experience in Senior Manager stakeholder engagement. 
• A track record for consistently exceeding revenue goals. industry and shared business challenges along with your knowledge of analytic solutions. 
• Experience and knowledge of messaging and/or payment products and industry.  
• Extensive network of decision makers in the industry. 
• A good listener, genuinely interested in your clients, their business, and how you can help make them successful.  
• A collaborative style with experience engaging a diverse group of internal stakeholders to articulate a truly compelling client value proposition.  
• Excellent written and verbal communication skills, professional presentation.  
• Excellent process/organization skills, as well as strong creative orientation and the ability to craft innovative solutions.  
• Strong Interpersonal skills with the ability to work with multi-dimensional teams.  
• Strong business/commercial acumen or instinct with technical capacity.  
• Have problem solving skills, be a logical thinker and analytical abilities.