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General Manager

2 months ago

Cape Town, Western Cape, South Africa HR Studio Full time
About the Role

We're seeking a seasoned professional to lead our operations and drive growth. As a key member of our team, you'll be responsible for overseeing customer support, client success, installation project management, and onboarding.

Key ResponsibilitiesCustomer Support Management
  • Lead a team to deliver exceptional service across multiple channels.
  • Oversee Zendesk operations to ensure efficient ticket management.
  • Monitor and improve customer satisfaction metrics.
Client Success
  • Build strong relationships with key clients.
  • Conduct regular check-ins to ensure client satisfaction.
  • Coordinate with cross-functional teams for seamless client experiences.
  • Act as the primary contact for site-related issues.
  • Ensure clients understand and have access to our tools.
Onboarding, Installation, and Training
  • Manage new site installations and ensure effective communication.
  • Oversee onboarding for new clients, operators, and tenants.
  • Develop and manage training materials.
  • Collaborate with marketing and design teams.
Sales & Business Development
  • Identify opportunities to expand our market presence.
  • Manage and grow the monthly parker book.
  • Promote on-site marketing opportunities.
  • Present new features and benefits to clients.
Strategic Leadership
  • Develop strategies to improve client retention and satisfaction.
  • Collaborate with marketing to create client success stories.
  • Provide feedback to the product team.
Data & Reporting
  • Monitor key performance indicators.
  • Prepare and present reports to the executive team.

Requirements

  • 7+ years in senior customer support, client success, or general management.
  • Experience in onboarding and training for complex software solutions.
  • Ability to manage multiple projects and stakeholders.