Client Success Agent

2 weeks ago

Johannesburg, Gauteng, South Africa The Globevest Group Full time

Salary:
Market related

Location:
Johannesburg

Job type:
Permanent

Industry:
Software / Hospitality

Reference Number:
RDT.HOS.CSA

COMPANY DESCRIPTION:

Our client, a leading hospitality software developer is looking for Client Success Agents to join their team.

A background in hospitality is essential, with a minimum of 5 years experience working with hospitality software on a daily basis.


JOB DESCRIPTION:


The Client Success Agents are responsible for the company's entire portfolio of clients and subsequently are the first point of contact.

The Client Success Agents are responsible for customer service and client satisfaction throughout the product journey (sales, implementation, account management, support, special projects, training and client satisfaction).


MAIN DUTIES & RESPONSIBILITIES:

Provide support on the entire suite of products on offer by the company
Investigate and resolve all queries of any nature
Schedule client visits and perform Account Management duties
Form / lead / participate in ad-hoc teams to work on special projects. This may include duties such as drafting business analyses / needs analyses, documentation, testing, implementation etc.
Knowledge share with members of team & department regarding clients, products, defects, requests, etc.
Perform various duties as assigned by Team Leader / Management.

This may include, but not limited to:
Sales functions (quoting existing clients and following up to completed)
Account Management (including site visits)
Training (onsite or at Head Office)
Schedule and supervise implementations, training, staff calendars etc.
Administrative duties such as invoice etc.
Technology
Logging of calls onto the system, updating calls and providing follow ups to clients involved
Updating and maintaining a support knowledge database
Logging, assigning and supporting any of the company's suite of products including their auxiliary interfaces, products or services. This includes configuration of 3rd party interfaces and supporting messages between systems
Schedule upgrades and maintain software instances
Stay abreast of any new functionality, modules or products and take initiative to self-train or make management aware of training requirements, as well as informing clients on any new / beneficial product enhancements
Test any new developments that were requested before deploying to a client production environment
Implementations
Liaise with clients prior to arriving onsite and gather all necessary information to guarantee a successful client experience
Travel, install, train and support any product in the company's suite of products
Issue certificates of completion to trained staff
Complete and provide detailed sign off documentation to the client
Keep an onsite diary which is to be stored electronically upon return to the office
Debrief team post-implementation on issues encountered, onsite reports, clients etc.

EDUCATIONAL REQUIREMENTS:

Grade 12
Tertiary qualification in Hospitality advantageous

EXPERIENCE AND SKILLS REQUIRED:

Minimum 5 years work experience on hospitality software (PMS, POS or CRS products)
Supervisory level experience in hotel / hospitality environment (preferred)
Service oriented
Excellent written and verbal communication skills
Analytical and high attention to detail
Excellent time management skills
Ability to be patient when dealing with customer queries (stress tolerance / understanding)
Ability to work under pressure
Self-motivated
Comfortable with face-to-face interactions with customers must have customer facing experience
Valid drivers license and own reliable vehicle and be willing to travel POPIA

By Submitting your CV, you confirm that:
We may retain your personal information in our database for future matching.
We may contact you when suitable opportunities arise.
The information you have provided to us is true, correct and up to date.

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