Customer Success Specialist

2 weeks ago

Cape Town, South Africa Mobiz Full time

**About the Company**
Mobiz enables businesses to easily create instantly meaningful moments with their customers and significantly drive conversion rates in their organisations. We do this by providing Enterprise and SMB clients with a SMS platform to create and design hyper-personalised landing pages and distribute these landing pages via text channels.About this Role

This position will require you to help in the creation of successful marketing campaigns and their deployment via the Mobiz platform. This individual must be an excellent communicator who can help the team improve and develop good relationships with clients while also providing value to both the clients and the Enterprise Customer Success team.

**Key Responsibilities**
- Oversee the overall customer experience and satisfaction across the organisation.
- Own processes, tools and procedures that ensure effortless customer support, creating consistent high quality interactions.
- Proactively identifying opportunities and solutions to increase client satisfaction and product adoption.
- Manage product related queries in an efficient, timeous manner to ensure all SLA’s are not only maintained, but improved over time across various support platforms.
- Marketing campaign planning, co-ordination, implementation and execution for assigned accounts.
- Proactively identify opportunities to increase client satisfaction
- Evaluate and analyse recurring client issues to improve client on-boarding and finding solutions to achieve better customer satisfaction and to improve the end-to end customer experience.

**Day to day duties**
- Work as part of the team to ensure all service level agreements are maintained and objectives are achieved.
- Aid clients with on-boarding, training, building mindshare and adoption of product across our platforms.
- Campaign creation, testing and deployment.
- Investigate customer queries.
- Gather data for reports.
- On-board new Enterprise clients.
- Conduct post-on-boarding training.
- Conjure up creative solutions for customer problems.
- Look for opportunities to upsell.
- Generate usage reports.
- Provide campaign assistance.
- Create template for outages / product updates / etc.
- Password reset and access requests.
- Assist team with support requests.
- Suggest product improvements to provide a better user experience.

**Job Type**: Permanent

**Salary**: From R15,000.00 per month

Ability to commute/relocate:

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

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