Customer Success Team Lead

4 weeks ago

Johannesburg, South Africa Growth Hub Full time

**Salary offer (OTE)**: R28 000 - R34 000 (depending on experience)

**Remote position**:
The employee’s public holidays will be aligned to UK bank holidays and SA public holidays will be deemed ordinary working days.

**WHO IS GROWTH HUB?**

**WHAT ARE WE LOOKING FOR?**

Growth Hub is looking for a Customer Success Lead to join our client’s team based in the UK.

It is a great opportunity for an experienced professional, looking to make a significant impact in the business.

**WHAT WILL WE NEED FROM YOU?**

**Improving our enquiry to booking conversion rates.**
- Ensure consistency of our agreed ‘sales’ approach across the customer success team in order to maximising conversion rates and efficiency of Practitioner time (this agreed approach will be developed together)

**Ensuring the best overall efficiency of bookings**
- Managing and overseeing the efficient booking of appointments ensuring practitioner time and clinic space are optimised at all times.
- Monitor invoices ensuring they are kept up to date. We receive payment 48 hours in advance of appointments. If payment is not received within this timeframe these are to be chased and then, if still not reached 24 hours ahead of time, the appointment will be cancelled and different clients ‘swapped in’ from our wait list, so no valuable practitioner time is lost.

**Responding to existing clients**
- Answering queries
- Encourage them to stay on their treatment pathway and ensure a smooth customer journey for them across our range of services.

**Responding to alerts or requests raised by practitioners on behalf of our clients**
- For example, to book an appointment in, or delay a treatment etc.

**REQUIREMENTS**:

- Bachelor’s degree business administration or equivalent (transcripts will be required)
- 3 - 5 years experience as a customer success team lead managing small teams
- Sales/Customer success proven track record
- Excellent telephone manner
- Fast learner with natural interest in the areas we specialise in leading to ability to provide depth and breath of the company
- Highly organised and can work under pressure effectively
- Excellent written and verbal communication skills
- Demonstrates a flexible, roll-up-the-sleeves attitude and responds with a sense of urgency
- Strong attention to detail, delivering 100% accuracy
- Good IT user skills
- Experience managing a small team effectively
- Fully equipped to work remotely.
- Ideally experience of working in the health and wellness environment.
- Curious, flexible, self-motivated.
- Ability to undertake successful continuous improvement and to deal with change effectively.
- Quick to learn and resourceful.
- Good at building relationships with internal and external stakeholders.
- Experience of working in an international environment would be a distinct advantage.

If you think you’re the right person for this role and want to be a part of a company you can grow with, then please contact us. We look forward to hearing from you.

**Salary**: R28,000.00 - R34,000.00 per month

Application Question(s):

- Do you have a proper work station setup at home, including, quiet work space, backup power supply (generator/inverter etc), and reliable internet (20MB +)?
- What are your salary expectations?
- What is your notice period?
- Do you have international customer success work experience?
- Do you have 3+ years experience in a customer success role whilst managing teams?

Application Deadline: 2023/08/11

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