Customer Success Specialist

Stellenbosh – Western Cape

ENSURE the delivery of engaging content, and ultimately an effective product to clients as your expertise as a Customer Success Specialist is sought by a cutting-edge Communication Solutions Platform. The role will entail coordinating and facilitating all engagement, communication, content, financial and project management activities within a designated cluster. The ideal candidate must have Matric/Grade 12 with 6+ years of experience in a digital client facing environment and have Corporate Communications and Account Management experience. Any suitable Communications Degree/Diploma and/or courses in Project Management and Digital Management (mobile apps, Learning HTML, etc.) in addition, will prove beneficial.
KPAs –
    • Client engagement and communication (stakeholder management)
    • Project Management, Finance and Administration
    • Content Management
    • People Management
Client engagement and communication (Stakeholder Management) –
  • Become proficient in the CMS and Analytics system and all its functionality to manage multiple mobile employee engagement communities for clients, including –
    • Creating mobile communities for new clients or prospective clients.
    • Using the functionality, ensure content is uploaded and optimised to provide a superb client experience in SMS, USSD, a Mobi site and Mobile App.
    • Ensure you’re always up to date with the latest available functionality and look & feel to upgrade communities.
    • Be a brand ambassador during client engagements·
  • Client relationship management and enhancing client satisfaction.
  • Manage client risks.
  • Advise clients on ways to optimise the impact of the platform.
  • Proactively recruit new clients.
  • Proactive upselling of communications packages, modules and new product development to maximise client penetration.
  • Liaise with Line Manager and internal teams to quote new projects.
  • Provide quotes to clients on changes to scope and additional requirements.
  • Work with the Managing Consultant, Principal Consultants and Associate Principles to upsell creative, consulting and advisory services.
  • Build steady relationships with multiple stakeholders in the client environment.
  • Facilitate the process around creating engaging content appropriate for each client community and recommend content campaigns and strategies to clients in order to achieve the desired objectives.
  • Create strategic Client presentations for current and new projects.
  • Keep clients informed on the project status and manage expectations for the delivery of services.
  • Prepare implementation presentations for new client take ons with direction from Line Manager.
  • Support Line Manager by ensuring effective implementation of client platforms.
  • Respond to urgent crisis communications requirements from team and clients.
Project success and adoption –
  • Coordinate across the business to drive delivery targets and manage delivery risks.
  • Track and ensure that SOW financial targets are met and driving cost efficiency.
  • Work alongside and coordinate the timelines of a multi-disciplinary team.
  • Work with various departments within the client organisation to understand timetables, platform capabilities and delivery requirements.
  • Attend relevant external client meetings in order to stay up to date with client commitments.
  • Attend relevant internal project or status meetings.
  • Provide client status updates to the internal team.
  • Ensure Success Specialists compile weekly and monthly reports as required by the clients to monitor progress, uptake and engagement.
  • Ensure all cluster team members are recording their hours on the Harvest Tracking system.
  • Record time spent with clients on harvest tracking system.
Content Management –
  • Delivery planning & management of CMS Delivery teams within the cluster.
  • Facilitate the process of creating a working mobile community / platform / domain for the client.
  • Ensure the right content is uploaded and optimised to provide a superb client experience in USSD / Mobi-site / Mobile App.
  • Facilitate the application of the CMS and Config processes for the project.
  • Attend to technical / support queries from client by reverting technical queries to the QA Manager or Support team.
  • Provide input for and ensure content plans are in place for each client and track all content that is communicated via the platform.
  • Compile assessments of platforms based on best practice standards.
  • Conduct a content audit of the app and manage any corrective action.
People Management –
  • Drive effective performance management in the cluster.
  • Ensure the sourcing and retention of cluster critical skills.
  • Drive improvements in cluster culture and staff satisfaction.
  • Minimize cluster labour relations risk.
  • Matric / Grade 12.
  • Diploma / Degree in Communication – advantageous.
  • Project Management courses – advantageous.
  • Course in Digital Management (mobile apps, Learning HTML, etc.) – advantageous.
  • Over 6 years of experience in a digital client facing environment.
  • Corporate Communications and Account Management experience.