Customer Success Strategist

4 days ago


Johannesburg, Gauteng, South Africa Clickcatell Full time

Role Overview

We Are Setting The Pace At Clickatell, a world-class Chat Commerce company ambitious to stay ahead of its competitors. We build our own culture in which we dream big and stay busy doing the right things. This role is pivotal in driving strategic initiatives & process optimization to enhance customer satisfaction and retention across Enterprise accounts by optimizing Chat Commerce consumer journeys.

Responsibilities

  • Collaborate closely with cross-functional teams to drive customer success and satisfaction across Enterprise accounts.
  • Utilize insights from customer interactions to provide feedback that will drive continuous improvement in product offerings and customer engagement strategies.
  • Provide strong leadership to the Customer Success team, including Presales Solutions Architects, Technical Solutions Architects, and Customer Solutions Managers.
  • Scale the Customer Success function as a shared capability, enhancing its capability to support growing sales targets and customer base.
  • Foster a Raving Customer Culture by designing solutions that enhance customer experience and encourage user adoption.

Requirements

  • Broad-based business professional with 10+ years of experience in customer success management, particularly in designing and enhancing customer journeys within SaaS environments.
  • Demonstrated capability in engaging with senior client decision-makers, building trust and confidence to lead strategic customer success initiatives.
  • Proven track record of driving customer retention and satisfaction through innovative, transformational solutions, especially in the retail or financial services verticals.

Benefits

  • $150,000 - $200,000 salary range based on experience, location, and performance.
  • Quarterly performance incentives.
  • Reimbursable communication allowances for internet and mobile phone bills.
  • Half-day off on your birthday.
  • 5 personal days leave a year, over and above your annual leave.
  • Home office set-up with laptop, monitor, chair, and UPS.


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