Client Success Operations Lead

2 weeks ago

Cape Town, Western Cape, South Africa Xceptor Full time

ABOUT XCEPTOR

Data is at the heart of everything we do: Xceptor has been designed around data manipulation in its broadest sense. We source data from wherever it flows. We curate, normalise, validate, repair, and enrich that data so it reaches its destination in a reliable and consistent format. Data coming out of Xceptor is data our clients can trust.

We are recognised as an expert in the Financial Services vertical, which strongly aligns with Business Users in Middle and Back-Office teams. We enable these users to solve their data challenges by themselves, rather than through a technology-led project.

Our People are subject matter experts. We understand our client's challenges and we've got the experience and knowledge to solve them. Our talented team has a deep understanding of the unique challenges of the industry - we can empathise, engage, and speak the same language as our clients.

Our Vision is to be the leading platform for automating data flows.

Our Mission is to empower business users within Financial Institutions to build automated processes that deliver trusted data.

Our Values were created by our people, and speak to both who we are, and who we aspire to be. Ambition is in our DNA, and we embrace any opportunities ahead. Our curiosity and desire to grow drives us to learn from our customers and those around us. Our people are empowered, accountable, and deliver. We pull together, step up and focus on outcomes. The brilliance of our people makes a positive difference.

Business area and team

The Client Success Management team is accountable for Xceptor's client retention, product adoption across the client base and expansion activities. The current team consists of Client Success Managers and Client Success Engineers, based across London, New York and Singapore. Xceptor clients are assigned a CSM who provides regular governance, a key relationship contact and a personal touchpoint for acquiring service as needed.

The Role

The CSM Operations Lead plays a critical role in optimizing the efficiency and effectiveness of our Client Success function.

You will be responsible for analyzing data, identifying trends, creating and reporting metrics, and implementing strategies to enhance client satisfaction, retention, and overall business success. Collaborating closely with CSM management, the frontline CSM team, cross-functional teams and our RevOps team, you will develop insights and recommendations to drive continuous improvement in our client success processes and workflows.

You will also take ownership of the management reporting process including the new CSM system.

Key Accountabilities & Responsibilities

Data Analysis & Reporting Renewal Management Support Client Engagement & Insights Operational Optimization Technology & Tool management

Key Competencies, Education & Experience

7 years + experience in operations analysis, data analytics or a similar role in a B2B SaaS environment working with business and technology stakeholders. Extensive background in the financial technology and services with a strong focus in Capital Markets. Technically minded with a STEM (Science, Technology, Engineering and Mathematics) degree or same level achieved through relevant professional experience. Previous and current experience working in an analysis or technical role for a B2B software/SaaS, Fintech company or a financial institute. Strong understanding of data analysis tools and techniques, such as Excel, Tableau, or Power BI. Experience with client success platforms or CRM systems would be very beneficial. Knowledge of client success methodologies and best practices. Strong analytical skills with the ability to interpret complex data sets and generate actionable insights. Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams. Strong presentation skills. Detail-oriented with a focus on accuracy and quality in all aspects of work. Ability to thrive in a fast-paced environment and adapt to changing priorities and deadlines. Very strong organisational skills with ability to work independently. Flexible with ability to work as part of cross-functional teams.

  • Client Success Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa VA Central Ltd Full time

    Are you passionate about real estate and eager to join a dynamic team? Our client, a leading Estate Agent consultant in the UK, is seeking a talented Client Success Manager to join their growing team.About the Role:As a Client Success Manager, you will play a crucial role in promoting and selling our client's new video course, inspired by his best-selling...

  • Client Success Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa VA Central Ltd Full time

    Are you passionate about real estate and skilled at building strong relationships with clients? Do you thrive in a dynamic environment where you can make a significant impact on the growth of a brand? If so, we have an exciting opportunity for you to join our team as a Client Success Manager. In this role, you will play a vital part in assisting clients with...

  • Client Success Intern

    2 weeks ago

    Cape Town, Western Cape, South Africa LocumBase (Pty) Ltd Full time

    Our CultureOur goals are audacious, and we want to work with people who share our passion for pursuing transformation in the ways we work. We believe that good ideas can come from anywhere - not just the top - and we love to build our way out of uncertainty. At LocumBase, you will work with and meet diverse talent and help us build a collaborative,...

  • Customer Success Lead Consultant

    2 weeks ago

    Cape Town, Western Cape, South Africa NielsenIQ Full time

    The Customer Success Lead Consultant will be working very closely with clients in the FMCG world to have a rigorous understanding of their business, objectives, priorities, and investment decisions they are making or considering. This will enable you to highlight unmet client needs and identify sales opportunities to pass to our account development...

  • Client Success Consultant

    2 weeks ago

    Cape Town, Western Cape, South Africa Outsourced CFO Full time

    Outsourced CFO is looking for a customer-centric individual who will champion client satisfaction and foster long-term relationships. You will be instrumental in guiding clients through their journey from onboarding to driving service adoption, and cultivate a culture of success.Reporting directly to the department heads of our Growth and CFO divisions.Job...

  • Client Success Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Crayon Full time

    How you'll roleAs a Client Success Manager in the reservations department, your role is crucial in overseeing reservations, optimising occupancy, maximising revenue, and providing an outstanding guest booking experience. This position demands excellent organisational abilities, a deep comprehension of sales tactics, and efficient team and leadership...

  • Client Success Executive

    2 weeks ago

    Cape Town, Western Cape, South Africa Houst Full time

    We're Houst : A professional management service for properties. Our mission is to make hosting on websites hassle-free for everyone using technology to disrupt the short-term accommodation sector. We've grown fast. Since launching in 2015, we've partnered with thousands of happy hosts, helping them to make important earnings. The business has now expanded...

  • client success manager

    2 weeks ago

    Cape Town, Western Cape, South Africa Crayon Full time

    To find out more, click Apply or head on over to Crayon to review the full spec and applyHow you'll roleAs a Client Success Manager in the reservations department, your role is crucial in overseeing reservations, optimising occupancy, maximising revenue, and providing an outstanding guest booking experience. This position demands excellent organisational...

  • Client Success Executive: Remote

    2 weeks ago

    Cape Town, Western Cape, South Africa Net Affinity Full time

    As Client Success Executive, you will be assisting our clients with day to day queries, supporting them with knowledge of our systems, and advising on best practices to increase their direct bookings revenue.You will be dedicated to providing an exceptional experience for each client and will always have client satisfaction in mind. The role includes...

  • German Customer Success – Team Lead

    2 weeks ago

    Cape Town, Western Cape, South Africa Language Recruiters Full time

    Job DescriptionAs the German Customer Success – Team Lead in Cape Town, you will spearhead a dynamic team responsible for refining and enhancing AI-powered advertising systems. Your role is crucial in supporting the creation of exceptional data-driven products in this pioneering domain. Your leadership will foster our client's team's resourcefulness,...

  • Junior Client Success Executive

    2 weeks ago

    Cape Town, Western Cape, South Africa Smollan Full time

    You will be responsible for but not limited to the following deliverables:Project team engagement and support and document completion as relates to new client onboarding Monthly data management and checking tasks in conjunction with the operations team Client maintenance tasks ensuring that client trackers are up to date and accurate Briefing in of basic...

  • Client Success Executive

    2 weeks ago

    Cape Town, Western Cape, South Africa Houst Full time

    We're Houst :A professional management service for properties. Our mission is to make hosting on websites hassle-free for everyone using technology to disrupt the short-term accommodation sector. We've grown fast. Since launching in 2015, we've partnered with thousands of happy hosts, helping them to make important earnings. The business has now expanded...

  • Lead Generation Specialist

    2 weeks ago

    Cape Town, Western Cape, South Africa Pure Placements on behalf of client Full time

    Title: Hunter Telesales/Lead Generation SpecialistLocation: Woodstock Cape TownSalary R10 000 pm + CommissionJob Description:We are seeking a highly motivated and results-driven individual to join our client's team as a Hunter Telesales/Lead Generation Specialist. As an industry leader within the digital printing space, our client offers a comprehensive...

  • Client Success Executive

    2 weeks ago

    Cape Town, Western Cape, South Africa Houst Full time

    We're HoustA professional management service for properties. Our mission is to make hosting on websites hassle-free for everyone using technology to disrupt the short-term accommodation sector. We've grown fast. Since launching in 2015, we've partnered with thousands of happy hosts, helping them to make important earnings. The business has now expanded...

  • Operations Manager

    2 weeks ago

    Cape Town, Western Cape, South Africa MGI for Client Full time

    Operations Manager: Property ManagementCape TownR per annum CTC + Cell + Fleet Card + Performance BonusOur leading Property Management client, is seeking an Operations Manager for inspection of buildings, management, and control of service- and maintenance contractors, management and control of tenant installations and execution of building relevant...

  • Weekend Client Success Executive

    2 weeks ago

    Cape Town, Western Cape, South Africa Houst Limited. Full time

    We're Houst : A professional management service for properties. Our mission is to make hosting on websites hassle-free for everyone using technology to disrupt the short-term accommodation sector. We've grown fast. Since launching in 2015, we've partnered with thousands of happy hosts, helping them to make important earnings. The business has now expanded...

  • Weekend Client Success Executive

    2 weeks ago

    Cape Town, Western Cape, South Africa Houst Full time

    We're Houst : A professional management service for properties. Our mission is to make hosting on websites hassle-free for everyone using technology to disrupt the short-term accommodation sector. We've grown fast. Since launching in 2015, we've partnered with thousands of happy hosts, helping them to make important earnings. The business has now expanded...

  • Client Services Project Lead

    2 weeks ago

    Cape Town, Western Cape, South Africa Omega HR Solutions Full time

    My client is on the lookout for go-getters, the dreamers, and the doers. Ready to roll up your sleeves and join a place where they value fun as much as they value hard work? Then read on.What are we looking for?We are looking for someone with the following experience, qualifications and /or skillsets:A relevant formal qualification (In either Call Centre,...

  • Print Management Product Lead

    2 weeks ago

    Cape Town, Western Cape, South Africa Group IT Operations Full time

    IntroductionThrough our client-facing brands Metropolitan and Momentum, with Multiply (wellness and rewards program), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations.Role PurposeThe Digital Collaboration Services...

  • Intern: Client Success Department

    2 weeks ago

    Cape Town, Western Cape, South Africa RT7Digital Full time

    Intern Job Description August 2023The CompanyRT7Digital is a fast-growing Amazon specialist digital marketing agency with offices in London, Cape Town, Hamburg and East Sussex. We manage over £10m of sales a year on Amazon, and help companies both large and small achieve their growth ambitions in this highly competitive environment.Amazon continues its...