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Sales and Client Services Manager

2 weeks ago

Cape Town, Western Cape, South Africa Executive Placements Full time

As Sales and Client Services Manager, you will play a pivotal role in ensuring the success of our clients through exceptional support and service. You will lead a high-performing team, drive client relationships, and contribute to the development of the Root Knowledge Base. With a focus on user experience and incident management, this role requires strong analytical and problem-solving skills.

We are seeking a seasoned professional with 5+ years of experience in client support, familiar with helpdesk software, and proficient in Atlassian tools. Excellent communication skills and the ability to adapt to changing situations are essential for this position.

Key Responsibilities:
  1. User Experience: Deliver exceptional support and experiences to our clients.
  2. Manage incidents: Collaborate with cross-functional teams to resolve client issues.
  3. Drive the follow-up and feedback life-cycle on open client issues escalated to other Root departments.
  4. Build effective client relationships alongside Client Success and Product teams.
  5. Ensure all our support channels (e.g., email and Slack) are well-managed and responsive.
  6. Drive the process to build out the Root Knowledge Base and facilitate more self-service opportunities for clients.
  7. Provide regular product and feature training to clients.