Customer Success Executive

1 week ago

Cape Town, South Africa ThinnPro Consulting cc Full time

**Customer Success Agent - Job Spec**

**--------------------**

**Title: Customer Success Agent**

**Team: Customer Experience**

**Reporting To: Head of Customer Success**

**--------------------**

**Overview**

Customer success management is at the heart of our operations team. Our core function is to onboard our customers efficiently and quickly while providing the highest level of service and support.

Communication is a crucial element throughout project implementation. Projects must be kept on track through regular communication with internal and external stakeholders.

**Requirements**:

- Excellent communication skills
- Good writing skills
- Basic knowledge of Excel
- High level of computer literacy
- Ability to stick to deadlines and work under pressure
- Strong organisational skills
- Passionate about customer experience
- Enjoy working with people

**Primary Duties & Responsibilities**:

- Manage onboarding of new customer accounts by liaising directly with the sales team to ensure a smooth transition between sales and project implementation
- Manage the project lifecycle through our project management software ensuring that all key contacts and key customer information is easily accessible for all internal staff
- Provide training
- Successfully navigate onboardings from the initial project phase through to the closing of launch support
- Serve as a technical consulting first contact once customers have moved to support and ensure that a full, informative handover of the customer account is completed internally
- Liaise with support and oversee tickets related to your managed accounts (advocating for your customers during their lifetime with our software is imperative)
- Keep customers updated on the progress of their project as well as provide communication at key points of the project - ie. launch, different phases, support handover.
- Assist with critical WhatsApp support (this is scheduled on a roster and does run over weekends),
- Post-go-live follow-ups and adding tasks to backlog
- Manage tickets logged with third-party support teams and update the status of internally tracked tickets on our project management software

**Secondary Duties & Responsibilities**:

- Assist other CSM’s with their accounts should they not be available
- Assist with answering the office phone and directing calls internally
- Assist with support tickets
- Send reports on project progress to stakeholders
- Create technical documentation for support and training
- Ad hok tasks as and when required

**Salary**: R15,000.00 - R20,000.00 per month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (preferred)

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