Account Manager Operations Specialist

2 weeks ago

Cape Town, Western Cape, South Africa Social Places Full time

About Us
Social Places is an award-winning marketing technology agency based in Century City, Cape Town, operating since 2015.

We have created proprietary marketing and CRM software that allows our clients to manage their digital eco-system across a range of digital platforms from a single dashboard.


You can watch our overview video here:
Watch Here. Our global footprint spans 42 countries, proudly serving some of the world's largest franchise brands.

We are a team of 50+ passionate, intelligent, and hard-working individuals.

We have a flexible working environment, and a great team culture and are looking for ambitious team members to help scale our business further globally.


Job Title:
Customer Success / Account Management Operations Specialist

Department:
Account Management

Location:
Cape Town

Job Summary:


As a Customer Success / Account Management Operations Specialist at Social Places, your primary responsibility is to optimise and streamline the operations of the Account Management team.

You will work closely with Account Managers and team leads to develop and implement processes, tools, and strategies that enhance productivity, improve client satisfaction, and ensure efficient workflows.


Key Responsibilities:

Process Improvement:

  • Identify bottlenecks and areas for improvement within the Account Management team's processes.
  • Collaborate with team leads and stakeholders to design and implement streamlined workflows.

Tools and Technology:

  • Evaluate and recommend software and tools that can enhance the efficiency of the Account Management team.
  • Provide training and support for the adoption of new tools.

Data Analysis:

  • Analyze data related to account management operations to identify trends, areas for improvement, and opportunities for automation.
  • Generate reports and insights to guide decisionmaking.

Training and Development:

  • Assist in the development of training programs for Account Managers to improve their skills and knowledge.
  • Conduct training sessions on new processes and tools.

Documentation:

  • Create and maintain documentation of standard operating procedures (SOPs) for the Account Management team.
  • Ensure that team members have easy access to relevant documentation.

Client Feedback and Insights:

  • Collect and analyze client feedback related to the account management process.
  • Provide actionable insights to improve client satisfaction and retention.

Cross-Functional Collaboration:

  • Collaborate with other departments, such as Sales, Digital, and Product Development, to ensure alignment and smooth handoffs.

Quality Assurance:

  • Implement quality control measures to ensure that client interactions and deliverables meet company standards.

Qualifications:

  • Bachelor's degree in a related field (e.g., Business, Operations, Management).
  • Proven experience in operations, process improvement, or a similar role.
  • Familiarity with project management and process mapping tools.
  • Strong analytical skills and the ability to work with data.
  • Excellent communication and interpersonal skills.
  • Detailoriented with a focus on continuous improvement.
  • Experience in the SaaS or digital agency industry is a plus.

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