Job Description

My client empowers businesses to create impactful, personalized interactions with their customers, significantly boosting conversion rates, by offering Enterprise and SMB clients a platform to craft and design highly personalized landing pages and deliver them through SMS, while ensuring a mobile data cost-free experience for consumers in South Africa. This is a unique opportunity to join a rapidly growing company where you will play a key role in partnering with their business and employees as they continue to scale in size, revenue, and performance.As a Customer Success Specialist, you will be instrumental in evolving their customer support team into a comprehensive customer success function. This role requires someone who is self-driven, adaptable, and eager to embrace new ideas and technologiesQualifications

• Intermediate Excel skills.
• Proven track record in retaining and growing client relationships.
• Ability to thrive in a fast-paced, dynamic environment.
• Excellent communication skills, both written and verbal.
• A team player capable of managing multiple priorities and collaborating across all levels of the business.
• A creative thinker willing to challenge the status quo professionally.
• Passion for start-ups with a solid understanding of the start-up environment.
• Strong work ethic and motivation to contribute to a growing, fast-paced environment.
• Experience in a start-up environment is ideal.

Experience

• 2-4 years of SaaS experience.
• SMS experience is a plus
• Experience in a start-up environment is ideal.

Responsibilities

• Guide customers through the onboarding process, ensuring they understand how to use the Platform.
• Provide high-quality product support, partnering with customers to resolve queries via email, chat, and phone.
• Analyze key account statistics and performance metrics to identify pain points and educate clients, driving campaign improvement.
• Identify opportunities for upselling or cross selling the Company's products.
• Serve as the main point of contact for customers, managing all escalations.
• Liaise with supporting teams (Development, Finance, etc.) on behalf of clients.
• Gather and share customer feedback internally to enhance the product and improve Customer Support practices.
• Identify at-risk customers and implement strategies to retain them.
• Continuously develop in-depth knowledge of the the Company's platform.
• Demonstrate the ongoing value of their solutions, successfully renewing annual customers.
• Diagnose software issues and resolve escalated customer complaints using established processes.
• Provide guidance on non-technical queries (e.g., marketing, sales, e-commerce setup).
• Create Knowledge Base content.
• Lead knowledge sharing efforts based on customer insights across all departments

Skills

• Intermediate Excel skills.
• Proven track record in retaining and growing client relationships.
• Ability to thrive in a fast-paced, dynamic environment.
• Excellent communication skills, both written and verbal.
• A team player capable of managing multiple priorities and collaborating across all levels of the business.
• A creative thinker willing to challenge the status quo professionally.
• Passion for start-ups with a solid understanding of the start-up environment.
• Strong work ethic and motivation to contribute to a growing, fast-paced environment.

OtherREF:SMAD26082024-1

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