Clickatell

Customer Success Manager

Clickatell

full-time

Posted on:

Location Type: Hybrid

Location: Johannesburg • South Africa

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Job Level

SeniorLead

About 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.
  • Work on specific identified accounts (applying the best practices) in collaboration with virtual team across the business, to convince clients to deploy and invest and help them to be successful.
  • 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.

Requirements

  • 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.
  • 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 solutions, technical wins and / or practice wins.
  • Excellent communication (written and oral) and interpersonal skills
Benefits
  • Healthcare, Retirement Fund and Risk benefit company contributions
  • Quarterly performance incentives
  • Reimbursable Communication allowances for internet and mobile phone bills
  • Half-day off on your birthday
  • 5 personal days leave a year, over and above your annual leave
  • Home office set-up with laptop, monitor, chair and UPS
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
business transformationproject managementconsumer journey developmentChat Commerce solutionsanalytical skillsstrategic product developmentcustomer engagement planningKPI monitoringROI optimizationprocess automation
Soft Skills
interpersonal skillscommunication skillsleadershipteamworkcollaborationcustomer satisfactionproblem-solvingbusiness acumenvisionary thinkinghigh energy