Customer Success Manager

3 months ago

Cape Town, South Africa CtrlFleet Pty Ltd Full time

**Overview**: As the Customer Success Lead at CtrlFleet, you will be pivotal in ensuring that our clients experience a seamless onboarding process, gain maximum value from our software, and receive ongoing support. Your role will be to empower customers through training, support, and proactive engagement while overseeing a team of support specialists. You will also collaborate closely with product owners and internal teams to continuously enhance customer experience and satisfaction.

**What We're Looking For**:

- **Customer-First Approach**: Someone who is highly customer-centric, with a focus on building strong, long-lasting relationships by understanding and addressing client needs effectively.
- **Problem-Solving Mindset**: Someone who can handle complex issues, effectively escalating and collaborating with cross-functional teams to ensure timely, thorough resolutions.
- **Proactive Communicator**: A professional who engages with clients regularly, proactively offering solutions, monitoring system usage, and addressing concerns before they escalate.
- **Tech-Savvy Trainer**: Someone with the ability to effectively train clients using the software, creating helpful resources like tutorials and SOPs, and providing both remote and on-site training.
- **Detail-Oriented Organizer**: Someone with the capability to manage multiple clients' onboarding processes, customizing system setups, and ensuring successful implementations.
- **Data-Driven Analyst**: Someone who can analyze user behavior, gather feedback, and utilize insights to optimize customer satisfaction and internal processes.
- **Adaptable and Agile**: A professional who thrives in fast-paced environments, stays updated on product changes, and actively participates in testing and feedback for continuous improvement.

**Duties & Responsibilities**:

- **Client Onboarding & Training**: Guide clients through onboarding and familiarization with CtrlFleet, offering remote or on-site training as required. Develop and maintain tutorials and Standard Operating Procedures (SOPs).
- **Customized System Setup**: Process client data to ensure their system setup addresses their specific business needs, offering tailored solutions.
- **Customer Relationship Management**: Foster strong relationships by addressing customer inquiries, concerns, and feedback with empathy, ensuring positive and prompt resolutions.
- **Issue Escalation**: Escalate complex issues to relevant internal teams (product development, sales, etc.) to guarantee thorough and timely solutions.
- **Product Guidance**: Help customers maximize their use of product features, ensuring they derive maximum value from CtrlFleet's services.
- **Ongoing Customer Engagement**: Regularly monitor customer satisfaction and system usage, providing proactive support and assistance as needed.
- **Support Management**: Deliver high-quality support (including human and automated options like chatbots) for clients and super users, ensuring efficient query resolution.
- **Content Creation**: Develop innovative training content and materials to support users with self-help options.
- **Testing & Feedback**: Participate in User Acceptance Testing (UAT) for platform updates and enterprise-level projects, ensuring a smooth user experience.
- **Team Leadership**: Oversee the support specialist team, providing leadership, resources, and knowledge to ensure customer satisfaction.
- **Process Improvement**: Analyse user behaviour and feedback to improve internal processes, contributing to enhanced customer support best practices.
- **Innovation in Operations**: Use creative strategies to improve internal operations and processes for efficiency and effectiveness.
- **Executive Reporting**: Participate in Exco meetings to report on feedback, initiatives, and results from customer interactions and onboarding processes.
- **Product Knowledge**: Stay up-to-date with product developments and offerings to assist customers effectively.
- **Software Release Notes**: Assist the product owner in drafting clear and comprehensive release notes for software updates.
- **Non-Technical Support**: Provide excellent non-technical support to clients, ensuring high standards of service are maintained throughout.

**Collaboration**:

- **Teamwork**: Collaborate closely with the admin team and other departments to streamline support processes.
- **Feedback Loop**: Regularly provide insights to improve customer support processes and product performance.

**Working Environment**:

- Must have reliable transport to and from work and remote working requires a dedicated, quiet space with stable internet connection.
- Flexibility for occasional travel to customers.
- Needs to be available to work infrequent hours, according to agreed SLAs.
- Needs to make use of various communication platforms.
- Work closely with in various teams of CtrlFleet, including development - and commercial teams to manage support of new onboarding clients, technical requests

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