Senior Customer Success Operations Specialist

3 weeks ago


Cape Town, Western Cape, South Africa VHRS Full time
About the Role
VHRS is seeking a highly skilled and motivated Senior Customer Success Operations Specialist to join our team in Cape Town. This role will play a crucial part in supporting our Head of Customer Success in establishing best practices, enhancing partner satisfaction, and ensuring operational excellence.

As a key member of our customer success team, you will be responsible for assisting in setting up and optimizing customer success processes and workflows, monitoring and analyzing performance metrics, and refining response templates for clear and effective communication.

We are looking for someone with 2-4 years of experience in digital marketing, performance marketing, or customer success, who has strong analytical skills, familiarity with Meta Business tools, and proficiency in digital marketing concepts and campaign performance metrics.

The ideal candidate will have experience with CRM platforms and customer success tools, knowledge of broadcast messaging and campaign management, and a background in performance marketing or digital advertising.

Responsibilities
- Assist the Head of Customer Success in setting up and optimizing customer success processes and workflows.
- Monitor and analyze performance metrics for WhatsApp campaigns and chat interactions, identifying areas for improvement.
- Refine and update response templates to ensure clear and effective communication.
- Partner Communication and Management: Conduct performance campaigns and manage client feedback sessions. Support upselling and cross-selling initiatives.
- Performance Analysis and Reporting: Generate performance reports that provide actionable insights for clients.
- Create and maintain regular performance and engagement reports.
- Develop scalable customer success processes and improve internal processes to delight our clients.

Requirements
- Bachelor's degree required (Matric + preferred).
- Experience with CRM platforms and customer success tools.
- Knowledge of broadcast messaging and campaign management.
- Background in performance marketing or digital advertising.
- Familiarity with SaaS/B2B business models.

What We Offer
- An estimated salary of R800,000 - R1,200,000 per annum.
- Opportunities for growth and professional development within VHRS.

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