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Customer Success Team Manager
2 weeks ago
**Hours**: Monday-Friday, 9:30-18:30//10:30-19:30
**Location**: Tyger Valley, Cape Town
**Working Pattern**: Office based
At CV-Library, we have a simple vision: to help the world to work and we are looking for exceptional and talented people to help us realise this vision in both UK and overseas markets.
We are in a period of accelerated growth, following a year of key strategic acquisitions and significant investment across all parts of the business from Tech and Data to People and HR, there’s never been a more exciting time to join us or a better place to grow your career
**The Role**
We are actively seeking an experienced Customer Success Team Manager to lead our client response teams and administrative functions in our South Africa office. Additionally, you’ll provide crucial support to our clients in the UK.
**Responsibilities**:
- Lead local recruitment to identify top talent for client response and administrative teams
- Provide clear leadership, targets and foster a collaborative, high-performance work environment for direct reports
- Equip the team with tools and knowledge to maximise client account value, performance and satisfaction
- Conduct regular one-ot-ones, reviews and implement personal development plans for staff to reach their full potential
- Establish and maintain quality standards for all client interactions
- Collaborate with the UK head office to address complex client needs and escalations
- Manage a portfolio of client accounts to meet the customer promise and deliver high performance
- Cultivate strong client relationships, understanding their goals, challenges and identifying upselling or cross-selling opportunities
- Collaborate with sales teams to drive revenue growth
- Develop, maintain and monitor key performance indicators (KPIs) for the client success team and assess team and individual performance regularly
- Utilise data-driven insights to predict client needs and proactively recommend solutions to enhance their experience and outcomes
- Identify and implement process improvements to enhance the efficiency and effectiveness of client support operations
- Create and deliver training programs for team members to handle client inquiries effectively and accurately, addressing skill gaps as needed
**Requirements**:
- Essential:_
- Bachelor’s degree in business, management or a related field (preferred)
- Proven commercial success in a Customer Success based role with experience of managing a small team in a hyper growth business environment
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Analytical mindset with the ability to leverage data for decision-making
- Proficiency in CRM systems and Microsoft Office Suite
- Experience in a multinational organisation, support UK based clients is a plus
**Benefits**:
