Head of Client Services

2 weeks ago


Somerset West, Western Cape, South Africa Enreach Full time

About Enreach:

Enreach is a B2B tech startup that has combined years of B2B tech sales wisdom with AI to provide a cutting-edge solution for our global clients.

We pride ourselves on delivering exceptional client services that deliver maximum satisfaction, success, and loyalty. As we continue to grow, we're seeking a talented and dedicated individual to lead our client service team and ensure our SDRs (Sales Development Representatives) are equipped for success

Key Responsibilities:

1.

Client Success and Satisfaction:


  • Oversee client interactions to ensure high levels of satisfaction and successful outcomes.
  • Address and resolve any client issues or concerns promptly and effectively.
  • Develop and maintain strong relationships with key clients to understand their needs and provide tailored solutions.
  • Conduct regular client satisfaction surveys and use feedback to improve services.

2.

Team Management:


  • Manage the daily work and goal planning for the client service team.
  • Monitor team performance, provide feedback, and drive continuous improvement.
  • Set clear performance expectations and conduct regular performance reviews.
  • Foster a culture of accountability and excellence within the team.

3.

Organization and Time Management:


  • Maintain high levels of organization and effectively manage time to balance multiple priorities and tasks.
  • Implement efficient processes and systems to streamline client service operations.
  • Develop and maintain comprehensive documentation of client interactions and service processes.
  • Manage and allocate resources effectively to meet team and client needs.

4.

Decision Making:


  • Be responsible for key decisionmaking processes that impact the client service team and overall client satisfaction.
  • Provide strategic insights and direction to enhance service delivery, client engagement and product innovation.
  • Analyze data and metrics to make informed decisions and drive continuous improvement.
  • Identify and implement best practices to optimize client service operations.

5.

Team Leadership and Development:


  • Ensure the SDRs (client service team) are equipped to perform their roles exceptionally well.
  • Guide, mentor, and support the client service team to deliver client satisfaction and success.
  • Foster a positive and collaborative team environment that ignites a positive morale and culture.
  • Conduct regular training/workshop sessions to enhance the skills and knowledge of the team.
  • Develop career development plans for team members to support their professional growth.

Key Requirements:

In-office role: ability to travel to the office in Somerset West, Cape Town, Western Cape

Education:

Bachelor's degree in Business, Management, Marketing or a related field.

Work experience:

  • Proven experience in managing a client service team or similar roles
  • Experience in a B2B tech environment is a bonus
  • Exceptional leadership and mentoring skills with a focus on team development and client success.
  • Strong organizational and time management abilities.
  • Excellent decisionmaking skills with a strategic mindset.
  • Experience in goal planning and performance management.
  • Strong analytical skills with the ability to interpret data and metrics.
  • Excellent communication and interpersonal skills.
  • A proactive and solutionsoriented approach to problemsolving.
  • Proficiency in CRM and client service software tools (Monday, Asana, Trello)
  • Proficiency in Google Suite

Why Join Enreach:

  • Opportunity to lead the client service team in a pioneering tech company.
  • Be part of a growing startup with a focus on cuttingedge technology and client success.
  • Competitive salary and benefits.
  • Opportunities for professional development and career growth.
  • A chance to make a significant impact on the success of our clients and the growth of our company.

Our recruitment process:

  • If you make it through to round two, we'll need you to complete a one-way video interview (we'll provide the software and instructions for this - all you'll need is a device with a camera for video and internet connection)

Pay:
R20 000,00 - R30 000,00 per month

Ability to commute/relocate:

  • Somerset West,

Western Cape:
Reliably commute or planning to relocate before starting work (required)

Education:

  • Bachelors (required)

Language:

  • English (required)
  • Afrikaans (required)
Expected Start Date: 2024/07/01

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