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Client Success Lead

2 weeks ago

Cape Town, Western Cape, South Africa Rootplatform Full time
About the Role

We are looking for a highly skilled Client Success Lead to join our team at Rootplatform. As a key member of our support operations, you will play a vital role in ensuring that our clients receive outstanding support and that we deliver against our agreed service levels.

Your primary responsibility will be to oversee the day-to-day functions of the client support team, driving 1st line client experience and managing team output. You will be the primary routing point for all inbound queries and requests, resolving them yourself or within the support team, and tracking accurate and speedy resolution.

Key Responsibilities:
  1. User Experience:
  • CLIENT TICKETS ARE SUPPORTED AND DELIVERED AGAINST KEY SUPPORT INDICATORS: CSAT, RESPONSE, RESTORE SLA'S.
  • MANAGE INCIDENTS: BE THE CLIENT FACING CONTACT PERSON AND COMMUNICATIONS PORT TO CLIENTS IN THE EVENT OF INCIDENTS.
  • DRIVE THE FOLLOW-UP AND FEEDBACK LIFE-CYCLE ON OPEN CLIENT ISSUES THAT HAVE BEEN ESCALATED TO OTHER ROOT DEPARTMENTS.
  • BUILD EFFECTIVE CLIENT RELATIONSHIPS ALONGSIDE CLIENT SUCCESS AND PRODUCT TEAMS.
  • ALL OUR SUPPORT CHANNELS (E.G. EMAIL AND SLACK) ARE WELL MANAGED AND RESPONSIVE.
  • DRIVE THE PROCESS TO BUILD OUT THE ROOT KNOWLEDGE BASE AND FACILITATE MORE SELF-SERVICE OPPORTUNITIES FOR CLIENTS.
  • REGULAR PRODUCT AND FEATURE TRAINING TO CLIENTS.
Internal Support:
  • ENSURE CLIENT SUCCESS MANAGERS HAVE THE SUPPORT THEY REQUIRE TO SUPPORT THEIR FUNCTION AND DELIVERABLES TO OUR CLIENTS.
  • WORK ALONGSIDE PRODUCT AND ENGINEERING TO MANAGE INCIDENTS AGAINST ROOT SLA'S.
  • USEFUL CLIENT FEEDBACK IS SHARED WITH OUR PRODUCT, SALES AND CONTENT TEAMS.
  • CMMON FEATURE REQUESTS AND WORKAROUNDS ARE SHARED BACK TO RELEVANT TEAMS TO HELP DRIVE CONTINUOUS IMPROVEMENT.
  • PROVIDE WEEKLY, MONTHLY AND QUARTERLY SUPPORT REPORTING, DISPLAYING TREND AND PERFORMANCE OF THE ROOT SUPPORT TEAM.
  • PRODUCT BUGS ARE REPORTED IN A USEFUL AND ACTIONABLE FORMAT TO THE RESPECTIVE TEAMS.
  • MONITOR PLATFORM ALERTS, INVESTIGATE AND TAKE APPROPRIATE ACTION TO RESTORE SERVICE AND ESCALATE APPROPRIATELY.
Root Competency & Team Management:
  • GAIN A SOLID EXPERT UNDERSTANDING OF THE ROOT PRODUCTS AND PLATFORM.
  • UNDERSTAND OUR CLIENT'S PRODUCTS AND SOLUTIONS TO ENGAGE AND ASSIST THE SUPPORT TEAM AND OUR CLIENTS.
  • MANAGE TEAM PERFORMANCE AGAINST KEY INDICATORS: CSAT, RESPONSE, RESTORE ETC.
  • COCHE AND TRAIN THE CLIENT SUPPORT TEAM TO ELEVATE THE OVERALL LEVEL OF SUPPORT BEING DELIVERED.
  • PROVIDE INPUT AND GUIDANCE TO THE TEAM WHERE NECESSARY IN DELIVERING OUR PROMISED SERVICE.
  • The team applies Root's principles and practices to their work.
  • The team operates in accordance with industry best-practices and guiding principles.
  • Our support management system (Zendesk) is well managed, with optimally automated processes and data capturing configured.