Jobs at Kerridge Commercial Systems South Africa

Key Responsibilities:

Your responsibilities include but are not exclusive to: 

• Deliver a first-class service to our customers
• Answer questions and troubleshoot issues quickly and efficiently.
• Provision of high-quality updates to customers on a regular basis.
• Correctly set the customers’ expectations.
• Deliver on promises
• Take personal responsibility for every case ensuring a proactive approach to resolution and ensure all parties are kept updated
• Proactive management of assigned cases
• Maintain excellent quality of cases with detailed notes
• Always display a positive and can-do attitude
• Identify solutions and preventative measures to improve the customer’s experience
• Ensure all cases are progressed in line with InspHire SLA’s.
• Team Working: Proactively share knowledge, help during times of leave/absence, and share service improvement opportunities.
• Be curious to change, evolve and develop in ways that help us better serve our customers.

Skills, Knowledge and Experience:

Essential

• Good IT skills with demonstrable experience in a similar IT support role
• Knowledge of Microsoft Operating Systems (Server and Desktop Editions)
• Intermediate knowledge of Microsoft SQL database structures
• Experience of supporting applications with MS SQL databases, including script/query writing
• Knowledge of ERP or business IT systems 
• Always display a “customer first" attitude
• Ability to work under pressure in a fast-paced environment
• Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner
• Ability to troubleshoot and strive for first time resolution of issues.
• Consistently produce high quality and detailed work

Desirable

• Knowledge of Crystal Reports
• Knowledge of Sage Accounting Solutions
• Appreciation for all products and services in the inspHire offering

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Key Responsibilities:

Duties include:

• Designing, developing, and managing programs related to knowledge management. This includes developing processes and protocols for storing information, making it accessible, controlling access and capturing new knowledge.
• Deploying training, communications, and awareness programs related to knowledge management.
• Identifying ways to improve the current knowledge management system.
• Collaborating with team members to capture new information that can be stored in the knowledge base.
• Maintaining the knowledge management system or platform (Knowledge Base, Customer Forums, Portal Content).
• Conducting evaluation strategies to gauge knowledge program effectiveness and return on investment. This can include metrics collection, analysis, and reporting.
• Promote the use of the Knowledge Management Tooling Encouraging a knowledge-sharing culture across the Customer Services organization.
• Develop a robust roadmap strategy for implementing knowledge management that builds upon industry best practices and leverages tooling and process advancements.
• Evaluate, revise and continuously improve the knowledge management framework workflow and procedures
• Understand and recognize key challenges/roadblocks to Knowledge management cultural change and develop effective programs to drive adoption and improve value
• Train the Support team analysts on creating knowledge articles for customer consumption
• Manage the Review process of the Knowledge articles ensuring that content is accurate and up to date at all times
• Identify and evangelize success stories from the Knowledge Management Program.
• Design and develop incentive mechanisms to acknowledge and highlight active participants.
• Review Feedback from employees and also customers to drive improvements to the knowledge management program
• Provide Content and moderation for the Customer Portal and End Customer Community
• Work with the team to develop process best practice for Problem, Change and Incident Management as well as Knowledge
• Use expertise to assist the wider Customer Services Organisations with best practice for Knowledge
• Work with the Global Customer Success Director to drive a culture of Customer Delight

Skills, Knowledge and Experience:

• Bachelor’s Degree in a related field and a minimum 4 years+ practical work experience.
• Extensive experience of implementing Knowledge Management frameworks
• Excellent writing, interpersonal and oral communication skills with a proven ability to write, edit and organise thoughts in a clear concise and well organised manner
• Experience with Process design and efficient information architecture
• Experience with Knowledge base management, databases, wikis etc
• Experience in ITIL and the main processes of Incident, Problem, Change and Knowledge
• Has a continuous Improvement Mindset
• Experience utilising Servicenow for knowledge management
• Experience managing/moderating a community discussion forum
• Strong Problem solving and analytical skills with a solutions orientated approach
• Ability to adapt to changes in business needs and work in a fast-paced environment
• Able to analyse multiple data points to identify trends and determine the likely success of targeted interventions
• Ability to be effective and maintain strong internal and external relationships working in a global, virtual setting
• Strong team player but still a self-starter.
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly.

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Key Responsibilities:

• Developing the marketing strategy for KCS SA in line with Group objectives.
• Manage and improve lead generation campaigns, measuring results. 
• Assist in growing Channel Partner reach in Southern Africa, in conjunction with Channel Managers
• Execute relevant digital marketing strategies, appropriate for each business unit – SEO, SEM, display ads, Google Ad’s, social media ad’s and other. KPI's and success criteria will be implemented and measured appropriately, monthly.
• Planning, developing, managing and executing all marketing campaigns, events, tradeshows, conferences and product launches with sales and telemarketing, timeously and effectively from initial idea through to execution and review, in conjunction with Sales Director and Channel Managers.
• Creation and publication of all marketing material in line with marketing plans.
• Preparation and management of printed and online marketing material, including press/media releases, case studies, blogs, news updates and other.
• Prepare monthly and quarterly newsletters, and regional townhall content.
• Prepare monthly product communications and campaigns.
• Effectively manage and oversee websites, social media accounts and daily postings.
• Oversee elements for corporate identity used by sales.
• Overall responsibility for brand management and corporate identity to ensure the company guidelines are adhered to.
• Monitor and report monthly on effectiveness of all marketing activity, in line with KPI's.
• Monitor markets, competitor activities and business climate, monthly.
• Work with sales to develop and maintain the Customer Relationship Management System (CRM).
• Engage with sales to meet their on-going needs and become the point of excellence for marketing for customer prospects and KCS SA staff engagement, across various business units.
• Working closely with and manage design and marketing agencies.
• Maintain effective internal communications to ensure that all relevant departments are kept informed of marketing communications and objectives, including assisting departments with any activities / internal communications required.
• Analysing potential strategic partner relationships for joint company marketing.
• Ensure the KCS SA presence keeps up with changing market trends.
• Perform business reviews and provide improvements.
• Prepare, monitor and manage marketing budget.
• Develop channel marketing programs for sales growth and revenue enhancement.
• Maintain templates for sales proposals, whitepapers, reports and other.
• Oversee and update Partner Relationship Management (PRM) 
• Support training and development with key initiatives.
• Other duties deemed appropriate through discussion with management.

Skills, Knowledge and Experience:

• Outstanding verbal and written communication skills.
• Excellent interpersonal and organisational skills.
• Experience of Marketing Automation software such as HubSpot, Marketo or others
• Good knowledge of marketing tactics and tools (social, print, media).
• Experience of SEO/SEM, PPC and other Digital Marketing.
• Knowledge of K8 or similar ERP /CRM system will be an advantage.
• Knowledge of DTP will be an advantage but not essential.
• Creative, practical and able to work effectively under pressure and to tight deadlines with sales teams.
• High level of computer literacy including spread sheets (excellent Excel skills required) databases and Internet.
• Ability to work in a team and experience of managing a team
• Experience of channel marketing
• Must be reliable, presentable and professional in a customer facing environment.
• Experience of copywriting and editing.
• Can do, innovative attitude
• Experience or/knowledge of compiling and maintaining Marketing budgets

Minimum Requirements

• Degree/Diploma in Marketing Management
• Minimum 5 years’ experience in the marketing industry
• Exposure into African markets and Channel Partner networks
• Sound knowledge of IT/ICT software marketing and best practice
• A valid driver’s license and own vehicle essential as this role requires travel

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Key Responsibilities: 

• This role will involve liaising internally and externally to manage specific customers and influence solutions. 
• Building relationships at all levels including board and executive within the accounts
• Identification and closure of sales opportunities within this account
• Internal and external management of account to ensure maximum commercial return
• It is expected that, as a minimum, you will deliver an agreed annual sales target for the named accounts
• You will be required to manage and co-ordinate all commercial aspects of the account on a daily basis, with a focus of driving sales and taking more of their IT spend.
• On a monthly basis, you will report and forecast at the sales meeting and via the CRM the activity and opportunities that exists within your accounts
• It is expected that much of your time will be spent at your customers’ premises
• You will be in control of all contractual aspects of our relationship with the customer with the full support of the management 

Key Requirements:

• Outstanding verbal and written communication skills
• Excellent interpersonal and organisational skills
• Creative, practical and able to work effectively under pressure and to tight deadlines
• High level of computer literacy, excellent Excel skills required
• Strong commercial awareness in all areas
• Experience of working in sales within a software solution sales environment
• Excellent technical understanding from an application and technology perspective
• Demonstrate success in a similar role