Senior Customer Success Specialist

Senior Customer Success Specialist 

Highly attractive salary

Cape Town or Johannesburg (Hybrid) 

Excellent career opportunity with a mobile-first employee engagement company that connects large businesses with their dispersed, non-desk workforce to improve communication, increase engagement and boost productivity. A company that is taking communication to new heights.  

The purpose of this job is to service clients on a day-today basis, develop content as and working within the content team to create engaging material for relevant clients.

Looking for someone that either comes from the Mining industry or who has had clients from the Mining industry.

The focus of the role:

• Extensive Client Account Management
• Project Success and adoption
• People Management

1. Extensive Client Account Management

• Quality control all work delivered to clients
• 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.
• Receive data from client, resolve any queries and provide feedback to client
• Become proficient in the CMS and Analytics system and all its functionality to manage multiple mobile employee engagement
  communities for clients
• Monitor client communities for feedback from users
• Create and track monthly financial reports for invoicing to relevant clients

2. Project Success and Adoption 

• Build steady relationships with multiple stakeholders in an organisation, i.e. different departments of designated client.
• Liaise with key clients to request content, keep them informed and manage expectations for the delivery of services. 

3. People Management 

• Work with other departments to understand timetables, platform capabilities and delivery requirements.
• Provide support to the rest of the content team to assist with overflow work and help with testing the mobile communities.
• Provide written and verbal client status updates to the internal team.
• Ensure daily check in’s with your line manager.
• Ensure daily check in’s with Content Managers, Traffic Controllers and Content Administrators 

Qualifications and experience required:

• Diploma / Degree in Communication
• Knowledge of Digital Management (mobile apps, Learning HTML, etc.)
• At least 3 years experience in a client facing environment (digital company, agency or communications role advantageous).
• Knowledge of Communications and Account Management

We look forward to seeing your CV!