Customer Delivery Officer

**About Mezzanine**

Mezzanine builds and delivers enterprise-grade digital solutions for public
- and private enterprise customers across Africa. Founded in 2012, Mezzanine established itself as a thought-leader in a number of verticals - agricultural, financial inclusion, health and utilities (water & energy). Mezzanine is a home-grown African company delivering value to the people of Africa, and a subsidiary of the Vodacom Group.

As we expand to more segments and markets we need adaptable team players with a ‘can do' attitude who can help drive growth and deliver customer success.

**About the role**

We are seeking an experienced **Customer Delivery Officer** to coordinate and conduct product training to our clients, partners and end-users. The Customer Delivery Officer will engage with clients to facilitate solution adoption and facilitate system usability improvements by communicating user feedback. This role will be part of Mezzanine's multi-functional team to support our commitment to excellence and results-driven culture. This position reports to the Chief Delivery Officer.

Client Engagement:

- Support the sales team by attending client interactions where necessary.
- Identify stakeholders in order to request their details before deployment in conjunction with product managers.
- Gain training buy-in from key client stakeholders before, during, and after training.
- Obtain client comprehension at all levels of the hierarchy of each solution's key components.
- Identify the potential challenges to solution adoption within the client business and address where possible/escalate where necessary.
- Report monthly product utilisation statistics to management.

Service Provider Coordination:

- Identify and onboard service providers as per defined criteria.
- Review coverage and close gaps identified.
- Conduct regular service provider meetings.
- Train Service Providers on products and ensure competency

Operation & Solution Deployment:

- Provide support and enforcement of the set project delivery process and documentation.
- Perform solution deployments and configurations based on the client's use cases.
- Document the deployment success matrix.
- Create a solution utilization plan for each client to be implemented.

Training and Coordination:

- Coordinate all product training between, outsourced partner and the product team for all deployments, locally and EA.
- Oversee the implementation of the training strategy with the outsourced partner.
- Maintain and update the Mavenlink training tasks.
- Design and update training material and content with support from Marketing, Designers, and Product Managers.
- Training material to be digitally accessible and in line with best practice, for manuals, videos etc.
- Design & maintain the training strategy and plan per product based on budgets in conjunction with project team
- Review training material after every deployment and update accordingly.
- Ensure the material is signed off by the client before training arrangements are made.
- Work with Clients to ensure:

- Key preparations for training (including devices) are in place.
- Key stakeholders are present at the training
- Training satisfaction (via surveys) is conducted.
- Sign off on training events on a “per trained user” basis.
- Conduct and/or coordinate training as per the project plan.
- Gather feedback from training facilitators to report on training effectiveness and improve training over time.
- Ensure training surveys are sent out post-training and evaluated for client needs and reported to

Improve System usability:

- Identify, communicate, and track utilisation barriers in the relevant forums.

General:

- Adhere to the Information Security Management System policies and procedures as per ISO 27001 and Mezzanine's Information Security Management System (ISMS)
- Work with the support team to resolve escalated queries

Skills required:

- Attention to detail
- Numerical abilities & basic data analysis
- Proficiency in Microsoft package,
- Microsoft Excel at intermediate to advanced level
- Excellent communication at all levels
- Stakeholder Management

Qualification required (minimum):

- Post Matric qualification in Business Management. Administration, teaching or related field (Certificate/Diploma/Degree)
- Post Matric Agricultural Qualification

Experience required (minimum):

- 6 months - 1 experience in the agricultural sector
- 6 months - 1 year data capturing
- Previous training or teaching experience