Customer Success Manager

5 days ago

Cape Town, South Africa Quicket Full time

Did you know? Quicket provides Africa's leading ticketing, streaming, and fundraising technology platform. With millions of users across the continent, we drive growth in the business, entertainment, cultural, and social sectors, creating jobs and boosting incomes, for individuals and businesses alike. But we don't stop there. We believe in equal access and diversity, and strive to make experiences accessible and enjoyable for all. Let's make a difference together

**Insight into the Quicket culture**:
We are a dynamic group of individuals who value altruism, curiosity, pioneering, respect, and team spirit. We put our customer’s needs first. We get things done right, done quick(et)ly, and in a fun, friendly, and honest way. There is no time for egos, we do what we can to help our clients and each other.

**We are looking for**:
**Responsibilities for this role are**:

- Lead, develop & take ownership of our Customer Success Team.
- Oversee the development and monitoring of key performance indicators, providing regular reports on Customer Success metrics to senior management.
- Analyse customer feedback and behaviour data to identify trends and areas for improvement in the customer journey.
- Drive the success of event organisers by overseeing the efforts of our Organiser Success Team within the broader CS team.
- Work closely with our Customer Success Supervisor and assist them in their day-to-day tasks.
- Act as a solutions architect, thinking creatively and laterally to address client challenges and escalations with informed and custom solutions that you can teach to the team.
- Conduct regular training sessions with the team.
- Conduct regular feedback sessions with the team on their performance.
- Assist with onboarding and training new members of the CS team.

**Requirements**:
**The ideal person for this role has**:
Experience and Education
- 5+ years of experience in a similar role, and a proven track record in successful Customer Success Management.
- Experience in the events industry or directly managing events is beneficial
- Bachelor’s degree in Business, Management, or a related field is advantageous
- Background in customer research, analytics, and performance management is advantageous

Skills and Traits
- Proven leadership skills with a solutions-oriented, can-do attitude of autonomy
- Client-centric mindset with the ability to gain product knowledge proficiency quickly
- Team management
- Strong prioritisation and time management skills
- Takes initiative and finds ways to improve our offering
- Ability to manage multiple tasks simultaneously
- Keen attention to detail to ensure the perfect delivery of services
- Strong computer skills, including using a CRM and standard productivity tools
- Is a natural motivator

**Benefits**

In addition to being a part of a lively community, here are a few more Quicketeer benefits:

- Competitive pay
- Free Friday lunch
- High-quality gear at probation milestones
- Day off on your birthday
- Yearly workaversary gift
- Access to mission-aligned upskilling and courses
- Great coffee and good vibes

Are you who we’re looking for? APPLY NOW and become a Quicketeer

Application Question(s):

- What is your monthly earnings expectation (including both basic and comm) for this role?

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