Customer Success Manager

6 days ago

East Rand, South Africa Teraco Full time

Purpose of the Role

Taking end-to-end ownership and responsibility for operational delivery and stability of clients assigned. Remove any obstacles that may stand in the way of providing exceptional service.

ObjectivesMain function of the Job
- Single point of contact and is end-to-end responsible for the service delivery to a select group of clients.
- Build strong and positive relationships with clients at various levels; Build relationships and rapport with key client contacts.
- All Service Level Agreements to be maintained, monitored, where required escalated, and reported on according to set business parameters.
- Responsible for all reporting requirements for selected clients
- Fully responsible for project management of client’s projects
- Understand the clients core business and how it interacts within Teraco and identify needs and business opportunities.
- Primary escalation point to specified/allocated clients.
- After hours co-ordination and activation of client services and products when required.
- Function as the client advocate on operational and service management matters.
- Hold weekly / monthly meetings with clients, both in person and/or via conference call.
- Accurately document meeting minutes and outcomes and ensure actions are completed timely and escalated where needed to management
- Lead customer interaction on service-related issues and orchestrate actions within Teraco to ensure quick resolution.
- Ensure that the Teraco Service Desk provides the correct level of service for the selected client base.
- Be commercially minded and work closely with the sales team to position Teraco strongly for business retention, contract renewal and service extension.
- Drive continuous improvement to address root cause of incidents that impact client base.
- Continually interrogate and analyse tickets logged by client base and find opportunities for improvement.
- Make recommendations for service improvement plans and ensure actions are followed through to completion in a timely manner.
- Provide leadership, guidance and thought leadership on operational items from a Teraco perspective.

Skill Requirements
- A comprehensive understanding of telecommunications and data centre industry
- Ability to prioritise work to ensure tasks are completed within time constraints.
- Resilience and proven ability to deliver
- Demonstrates leadership skills
- Client focused and excellent interpersonal relationships
- Active listening - ability to understand client’s requirements
- Ability to work independently & a positive collaborator
- Excellent written and verbal communication skills
- Initiative-taking, self-confident and self-driven
- Ability to communicate at all levels of the business
- Ability to multi-task
- Prominent level of energy
- Ability to work under pressure
- Conducts self professionally, exhibits elevated levels of tolerance and patience
- Responsible for continued learning and self-development
- To be able to communicate at all levels of the business, professionally in English (reading/understanding, spoken, written), good minute taking and report writing skills
- Excellent critical thinking skills
- Meticulous and analytical with a high diligence
- Ownership and follow-up skills
- Able to take responsibility for own actions and performance
- Ability to prioritise, organise and manage a complex and sometimes conflicting workload, and to work well under pressure

**Qualifications and Experience**
- Matric Qualification
- Business Diploma preferred, but not mandatory
- Minimum 10 years’ experience as SDM or similar role
- Microsoft Office skills
- Knowledge and experience in understanding Service Level Agreements
- Experience in utilities/power deployment and cabling infrastructures
- ITIL Foundation certification preferred
- Previous experience as a Team Leader or responsible for management of Enterprise Accounts or demonstrable experience in leading teams preferred, but not mandatory
- Must demonstrate ability to lead by influence rather than hierarchy

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