Customer Solution Manager

1 week ago

Johannesburg, South Africa Clickatell Full time

Purpose

The Customer Solution Manager will develop and implement best practices to help our largest accounts to optimize their Chat Commerce consumer journeys. This is a critical role in helping our sales team optemize and achieve their business objectives.

We Do The Right Things

Responsibilities of the Role
- Work in close coordination with the a regional Enterprise sales team (i.e. commercial managers and solution architects) to design the optimal consumer experience journey at our Enterprise clients (i.e. optimizing B2B2C CX design).
- Develop and optimize chat user journeys through interactive consultation with the Enterprise clients.
- Develop an exceptional understanding of what is required to ensure that Chat Commerce deployments are successful in terms of consumer experience, ROI & automation of processes.
- Evaluate past and existing Clickatell deployments, extracting lessons learned and best approaches that if applied to new projects will increase the likelihood of successful deal closure.
- Develop companywide strategies (involving all relevant parties) on how to build capabilities to help customers to optimize the CX of Chat Commerce Solutions.
- Contribute to strategic product develop in relation to target markets and specific use cases.
- Take appropriate actions to develop Clickatell's brand as the company that help their customer's to be successful, through proven success stories.
- Develop a long term plan to grow this expertise in support of Clickatell customers in all our target regions.
- Operate as a strong team player to achieve various goals and objectives

We Are On A Learning Journey

Requirements of the Role
- Work Experience
- Broad-based business professional with 10+ years of experience in business transformation and consumer journey design and development.
- Proven ability to interact with Senior client decision makers, building confidence to deliver on strategic projects.
- Successful track record in shaping new generation, transformational products - especially in the retail or financial services verticals.
- Proven track record in understanding and developing consumer journeys in mobile environments to optimize conversational channel deployments.
- High-energy, visionary executive with high intellectual horsepower and a proven entrepreneurial track record of defining and delivering new initiatives
- Successful background driving repeatable solutions, technical wins and / or practice wins.
- Knowledge and Abilities
- Good analytic skills to understand previous successes and market dynamics.
- Ability to conceptualise outcomes through a process of integrating diverse disciplines (product functionality, consumer behaviour and return on investments) to develop targeted solutions.
- Strong business acumen, analytical and problem skills, and focus.
- People-person who is skilled at impressing and satisfying customer not only with results but technical capability.
- Demonstrated leadership, teamwork and collaboration in a professional setting
- Excellent communication (written and oral) and interpersonal skills

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