Customer Solution and Success Manager

**We Are Innovators & Category Creators**

There are not many companies that are truly creating the future they imagined and emerging as category creators, we are not imitators and therefore looking for courageous creators Clickatell is changing the way consumer and brands are engaging and ultimately how commerce will get done. We are creating the leading Chat Commerce enabler and we are looking for top, self-motivated talent that wants to have an impact.

We have acollaborative culture in which we dream big and solve complex challenges together in creative ways. We only accept champions who understand the bigger picture, believe in making a difference and are able to connect the dots to achieve big things. In our agile and demanding environment, you will be required to collaborate across cultures and time zones, ask the right questions and take the smart risk.

We call ourselves Champions. Why Champions? We believe it's not only about what we have done, but what we are doing and going to do. The way we do things, matter and influences how we drive our organization forward and deliver solutions to our customers. Watch this space as we blaze a new path while expanding across the globe.

**Purpose**

The Customer Solution and Success Manager will develop and implement best practices to help our largest accounts to grow their Chat Commerce transaction volumes to a critical mass. This is a critical role in helping our clients to achieve their business objectives. Part of the function will focus on pre-sales, as it's an iterative journey that we take the customer on in up-sell and cross-sell opportunities). The other part of the function will focus on driving customer/consumer adoption of the channel and driving usage velocity in the channel through new use cases.

**We Do The Right Things**

**Responsibilities of the Role**
- Work in close coordination with the regional Enterprise sales team (i.e. commercial managers and solution architects) to design the optimal consumer experience journey at our Enterprise clients (i.e. optimizing B2B2C CX design).
- Develop and optimize chat user journeys through interactive consultation with the Enterprise clients.
- Develop an exceptional understanding of what is required to ensure that Chat Commerce deployments are successful in terms of consumer experience, ROI & automation of processes.
- Evaluate past and existing Clickatell deployments, extracting lessons learned and best approaches that if applied to new projects will increase the likelihood of successful deal closure.
- Develop companywide strategies (involving all relevant parties) on how to build capabilities to help customers to optimize the CX of Chat Commerce Solutions.
- Contribute to strategic product develop in relation to target markets and specific use cases.
- Take appropriate actions to develop Clickatell's brand as the company that help their customer's to be successful, through proven success stories.
- Operate as a strong team player to achieve various goals and objectives
- Demonstrate ongoing value realisation by defining and documenting the customer's business objectives, definition of success and key success milestones; performing periodic business reviews and demonstrating value realised from the Clickatell solution.
- Own and manage the customer engagement plan, including a monthly rhythm of business and quarterly performance/value reviews, defining oneself as the voice of the customer, while also developing, executing, and monitoring a strategic Customer Success Plan that incorporates key health KPIs, renewal, and growth plans.

**We Are On A Learning Journey**

**Requirements of the Role**
- **Work Experience**
- Broad-based business professional with 10+ years of experience in business transformation and project management
- Proven ability to interact with Senior client decision makers, building confidence to deliver on strategic projects
- Successful track record in shaping new generation, transformational products - especially in the retail or financial services verticals.
- Proven track record in understanding and developing consumer journeys in mobile environments to optimize conversational channel deployments.
- **Knowledge and Abilities**
- Good analytic skills to understand previous successes and market dynamics.
- Ability to conceptualise outcomes through a process of integrating diverse disciplines (product functionality, promotional activities, consumer behaviour and return on investments) to develop targeted solutions.
- Strong business acumen, analytical and problem skills, and focus.
- People-person who is skilled at impressing and satisfying customer not only with results but technical capability.
- High-energy, visionary executive with high intellectual horsepower and a proven entrepreneurial track record of defining and delivering new initiatives
- Demonstrated leadership, teamwork and collaboration in a professional setting
- Successful background driving repeatable solution