Nebula

Customer Success Manager

• Identify inefficiencies in the support workflow & recommend improvements
• Assists in developing automation solutions
• Works with the Customer Success team to streamline client responses and improve service levels
• Improve internal workflows to increase efficiency
• Work closely with internal teams to ensure smooth handovers from new customers to onboarding
• Supports internal teams by improving workflows, handling client queries, customer escalations and ensuring smooth internal operations within Customer Success
• Partner with CS, product and other teams to improve overall customer experience
• Align with internal teams (marketing, CS, etc.) on customer communication plans and training content
• Creates training materials, delivering workshops and maintaining an up-to-date knowledge base
• Assist in training support
• Helps identify opportunities for training and development
• Ensures internal team members are equipped with the necessary skills, knowledge and best practices to enhance the customer interactions
• Generate reports and dashboards to provide visibility on customer health for internal teams
• Create customer dashboards and reports
• Analyse customer engagement, product usage, and account activities to assess customer health
• Provide customers with clear, accurate, timely, data-driven and actionable reports on the customer’s telecoms environment, helping them optimize costs, usage and overall efficiency
• Identify early signs of potential churn or dissatisfaction and flag accounts for intervention
• Analyse usage data to identify opportunities for increased adoption of product features

Customer Success Analyst

Human Resources

• Own the full People & Culture function, building, scaling and leading every dimension of the employee experience.
• Design and execute a People Strategy that enables 1Nebula to scale successfully and sustainably.
• Lead talent acquisition for world-class technical, leadership and specialist roles, building pipelines, strengthening our employer brand and ensuring we hire brilliantly.
• Drive a performance culture where accountability, feedback and development are the norm, not the exception.
• Build a Learning & Development ecosystem that grows our technical capability and develops tomorrow's leaders.
• Own employee engagement, translating survey insights into meaningful action and building a culture people genuinely love.
• Manage all HR operations, compliance and governance to the highest standard, labour law, EE, skills development and beyond.
• Serve as a trusted people advisor to our CEO and executive team, using data, insight and expertise to influence great decisions.
• Grow into an Executive of People & Culture, taking on increasing strategic accountability as you demonstrate your impact.

Human Resources Manager

Business Analyst

• Elicit and analyze business requirements through interviews, workshops, and stakeholder engagement.
• Translate business needs into functional and technical specifications, including user stories, process flows, and data mappings.
• Document current and future state processes and system behaviour.
• Analyze and interpret structured and unstructured data to support solution design and reporting needs.
• Collaborate with engineering teams to design integrations with internal and third-party systems via RESTful APIs.
• Act as the liaison between business stakeholders and technical teams.
• Define user acceptance test plans and acceptance criteria.

Customer Success Analyst

Human Resources Manager

Technical Business Analyst