Head of Client Services

4 weeks ago

Somerset West, South Africa Enreach Full time

**About Enreach**:Enreach is a B2B tech startup that has combined years of B2B tech sales wisdom with AI to provide a cutting-edge solution for our global clients. We pride ourselves on delivering exceptional client services that deliver maximum satisfaction, success, and loyalty. As we continue to grow, we're seeking a talented and dedicated individual to lead our client service team and ensure our SDRs (Sales Development Representatives) are equipped for success

**Key Responsibilities**:
**1. Client Success and Satisfaction**:

- Oversee client interactions to ensure high levels of satisfaction and successful outcomes.
- Address and resolve any client issues or concerns promptly and effectively.
- Develop and maintain strong relationships with key clients to understand their needs and provide tailored solutions.
- Conduct regular client satisfaction surveys and use feedback to improve services.

**2. Team Management**:

- Manage the daily work and goal planning for the client service team.
- Monitor team performance, provide feedback, and drive continuous improvement.
- Set clear performance expectations and conduct regular performance reviews.
- Foster a culture of accountability and excellence within the team.

**3. Organization and Time Management**:

- Maintain high levels of organization and effectively manage time to balance multiple priorities and tasks.
- Implement efficient processes and systems to streamline client service operations.
- Develop and maintain comprehensive documentation of client interactions and service processes.
- Manage and allocate resources effectively to meet team and client needs.

**4. Decision Making**:

- Be responsible for key decision-making processes that impact the client service team and overall client satisfaction.
- Provide strategic insights and direction to enhance service delivery, client engagement and product innovation.
- Analyze data and metrics to make informed decisions and drive continuous improvement.
- Identify and implement best practices to optimize client service operations.

**5. Team Leadership and Development**:

- Ensure the SDRs (client service team) are equipped to perform their roles exceptionally well.
- Guide, mentor, and support the client service team to deliver client satisfaction and success.
- Foster a positive and collaborative team environment that ignites a positive morale and culture.
- Conduct regular training/workshop sessions to enhance the skills and knowledge of the team.
- Develop career development plans for team members to support their professional growth.

**Key Requirements**:
**In-office role**: ability to travel to the office in Somerset West, Cape Town, Western Cape

**Education**: Bachelor's degree in Business, Management, Marketing or a related field.

**Work experience**:

- Proven experience in managing a client service team or similar roles
- Experience in a B2B tech environment is a bonus
- Exceptional leadership and mentoring skills with a focus on team development and client success.
- Strong organizational and time management abilities.
- Excellent decision-making skills with a strategic mindset.
- Experience in goal planning and performance management.
- Strong analytical skills with the ability to interpret data and metrics.
- Excellent communication and interpersonal skills.
- A proactive and solutions-oriented approach to problem-solving.
- Proficiency in CRM and client service software tools (Monday, Asana, Trello)
- Proficiency in Google Suite

**Why Join Enreach**:

- Opportunity to lead the client service team in a pioneering tech company.
- Be part of a growing startup with a focus on cutting-edge technology and client success.
- Competitive salary and benefits.
- Opportunities for professional development and career growth.
- A chance to make a significant impact on the success of our clients and the growth of our company.

**Our recruitment process**:
2. If you make it through to round two, we’ll need you to complete a one-way video interview (we’ll provide the software and instructions for this - all you’ll need is a device with a camera for video and internet connection)

Pay: R20 000,00 - R30 000,00 per month

Ability to commute/relocate:

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

**Education**:

- Bachelors (required)

**Language**:

- English (required)
- Afrikaans (required)

Expected Start Date: 2024/07/01

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