Customer Success Manager

2 weeks ago

Cape Town, South Africa Odity South Africa Full time

Odity Cape Town is looking to grow its team

**Responsibilities**:

- Delivering exceptional service to all Odity clients.
- Work closely with our Odity team based in Madagascar.
- Be able to contribute to the continuous improvement of contact center operations and support the business.
- Understand the client and transpose his/her Singularity to the teams in charge of the realization of the service (tone, speech, process, channel).
- Participate with the Sales Department in responding to calls for tenders from strategic clients.
- Be the voice of the client at Odity and transform his/her expectations into solutions to be produced by the team in charge of the service.
- Analyze client experience indicators and recommend improvements to Odity and the Client.
- Participate in building customer loyalty and developing the volume of business done with the client.
- Coordinate strategic clients by supporting site management to achieve contractual SLAs.
- Accompany the client throughout the lifecycle to ensure full satisfaction so that the client’s objectives are met.
- To be a force of proposal with the client, to identify new needs, and to transmit the up sell/ cross sell to the CEOs.
- Collect client’s requests, coordinate internally to provide the answer/solution.
- Work closely with all support and operational departments to develop products/services based on feedback from operations/brands.
- Contribute to the development of technical proposals.
- Coordinate project launches (on site request or depending on the type of local vs. international client) to support the operational teams.
- Coordinate the test phases and support the operational teams for the launch.
- Assist sites in implementing action plans based on brand feedback and follow up on the action plan with operational teams.
- Collect the Brand's requests, coordinate the feedback to provide answers to the Brand's requests.
- Consolidate reports in collaboration with operational teams, analyze reports, collect feedback (Operations, customers, end customers) to make improvements and recommendations.
- Propose organizational and technical solutions.
- Coach the teams in the analysis of the operational performance and the qualitative analysis of the delivered service.

**Competencies**:

- Customer Relations
- Project Management
- Knowledge of client tools (Salesforce, Zendesk, Iadvize, Telephony...)
- Experience in MS Word, Excel, and PowerPoint
- Budget management
- Business acumen

**Personal Skills/Attributes**:

- Ability to work in a cross-functional & international organization.
- Ability to analyze and make recommendations (thought structure)
- Cross-functional management ability
- Listening, empathy, diplomacy
- Autonomy, thoroughness, organization
- Resistance to stress

**Experience**:

- Matric with tertiary education advantageous.
- 5 years of higher education in management or equivalent.
- Fluency (oral and written) in English and French are required, a third language (Italian, Spanish, Mandarin, or Japanese) will be advantageous.
- And/or significant experience in a similar position.

**Reporting Line**:
Operations Manager - Cape Town

Operations Director - Madagascar

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

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

**Experience**:

- Customer Success Management: 5 years (required)

Application Deadline: 2023/01/20

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