Purpose<\/p>\n
\tThe Customer Solution and Success Manager will develop and implement best practices to help our largest accounts to grow their Chat Commerce transaction volumes to a critical mass. This is a critical role in helping our clients to achieve their business objectives. Part of the function will focus on pre-sales, as it\u2019s an iterative journey that we take the customer on in up-sell and cross-sell opportunities). The other part of the function will focus on driving customer\/consumer adoption of the channel and driving usage velocity in the channel through new use cases.<\/p>\n
We Do The Right Things<\/p>\n
Responsibilities of the Role<\/p>\n
\tWork 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).
\n\tDevelop and optimize chat user journeys through interactive consultation with the Enterprise clients.
\n\tDevelop an exceptional understanding of what is required to ensure that Chat Commerce deployments are successful in terms of consumer experience, ROI & automation of processes.
\n\tEvaluate 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.
\n\tDevelop companywide strategies (involving all relevant parties) on how to build capabilities to help customers to optimize the CX of Chat Commerce Solutions.
\n\tContribute to strategic product develop in relation to target markets and specific use cases.
\n\tWork 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.
\n\tTake appropriate actions to develop Clickatell’s brand as the company that help their customer’s to be successful, through proven success stories.
\n\tOperate as a strong team player to achieve various goals and objectives
\n\tDemonstrate ongoing value realisation by defining and documenting the customer\u2019s business objectives, definition of success and key success milestones; performing periodic business reviews and demonstrating value realised from the Clickatell solution.
\n\tOwn 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.<\/p>\n
We Are On A Learning Journey<\/p>\n
Requirements of the Role<\/p>\n
Work Experience<\/p>\n
\tBroad-based business professional with 10+ years of experience in business transformation and project management
\n\tProven ability to interact with Senior client decision makers, building confidence to deliver on strategic projects
\n\tSuccessful track record in shaping new generation, transformational products – especially in the retail or financial services verticals.
\n\tProven track record in understanding and developing consumer journeys in mobile environments to optimize conversational channel deployments.<\/p>\n
Knowledge and Abilities<\/p>\n
\tGood analytic skills to understand previous successes and market dynamics.
\n\tAbility to conceptualise outcomes through a process of integrating diverse disciplines (product functionality, promotional activities, consumer behaviour and return on investments) to develop targeted solutions.
\n\tStrong business acumen, analytical and problem skills, and focus.
\n\tPeople-person who is skilled at impressing and satisfying customer not only with results but technical capability.
\n\tHigh-energy, visionary executive with high intellectual horsepower and a proven entrepreneurial track record of defining and delivering new initiatives
\n\tDemonstrated leadership, teamwork and collaboration in a professional setting
\n\tSuccessful background driving repeatable solutions, technical wins and \/ or practice wins.
\n\tExcellent communication (written and oral) and interpersonal skills<\/p>\n
A Bit About You<\/p>\n
Behavioral competency requirements of a\u00a0Pacesetter:<\/p>\n
\tCultivating Talent:\u00a0Actively drives the development of skills and strengths within the team and recognizes achievements. Coaches the team on procedures, technical issues, and priorities. Leads and contributes to a positive team environment with open communication and clear goals. Listens to team members\u2019 feedback and resolves any issues or conflicts.
\n\tManaging Resources:\u00a0Manages resources optimally by making the right decisions that impacts how resources are used and for what benefit. Accurately estimates, forecast, projects, and monitors available levels of relevant resources and makes the right calls.
\n\tExpert Exchanges:\u00a0Seeks and communicates insights. Acts as access point for information within their team and throughout the organization and ensures sharing of key learnings. Prepares and presents reports, and updates advising on performance and capacity.
\n\tRisk Mitigation:\u00a0Resolves problems that are complex and drives decision-making processes. Systematically processes key factors when resolving conflict, managing risk, ensuring compliance, and addressing quality concerns.
\n\tFoster Teamwork:\u00a0Builds relationships and influentially engages across teams to elevate performance. Facilitates brainstorming that delivers the best solutions. Encourages an inclusive culture where voices are heard and being open-minded is valued.
\n\tEmotions and Performance:\u00a0Puts effort into managing the link between emotions and performance that helps others do their best work by increasing self-awareness and reducing blind spots. Fosters a safe environment where others feel comfortable to take smart risks and build relationships.
\n\tDrive Execution:\u00a0Develops tactical plans that support the strategy and plans the detail of the\u00a0projects, activities, and resources to deliver the goal.
\n\tCoordinating Activity:\u00a0Develops and manages processes conceptually and technically. Plans, monitors work, and accurately reads situations to course correct and ensure expectations are met.
\n\tNavigating Change:\u00a0Delivers change by bringing the team together, aligning their work and navigating them through the process. Stays on track by being optimistic and focusing on what is in their control. Executes by getting the right things done by the right people to deliver results.
\n\tDriving Performance:\u00a0Relentlessly reviews dashboards, systems, KPIs, procedures, and processes, and drives the team\u2019s performance to incrementally improve results. Ensures processes are effective while aligning to best practice and increasing value.<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( https:\/\/www.clickatell.com ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Clickatell","_company_website":"https:\/\/www.clickatell.com","_company_tagline":"Clickatell is a cutting edge technology company and global leader in mobile messaging that enables effortless, personalized, and contextual digital interactions between businesses and their customers. Clickatell was the first company to enable a web to mobile app from any website in the world and, h... read morearnessing over a decade of insight into the complexities of business to consumer communications has seen the company evolve to delivering a host of transformative and advanced communications solutions. Today its suite of products includes Clickatell Touch - the personalized, immediate, and intuitive new digital front office set to transform the customer service industry, and Clickatell Platform - the powerful, fully scalable communication enabler that allows you to SMS-enable any application, website or system. Founded in 2000 by Pieter de Villiers, Danie du Toit, Patrick Lawson and Casper de Villiers, Clickatell is a pioneer of the SMS messaging gateway industry and one of largest providers in the world covering 1000+ networks in 220+ global destinations. Clickatell\u2019s mission has always been clear: to make it easy for businesses to connect with their customers, wherever they are. During its 15 years in the mobile technology industry, it has enabled billions of digital interactions for over 15 000 global brands to secure customer data, improve customer engagement, enable marketing campaigns and ensure transactional notifications. As a trusted technology partner for companies including WhatsApp, Facebook, Visa, McKinsey & Company and IBM, Clickatell is enabling everyone from start-ups to global enterprises to literally change the world. A privately held company backed with funding by international venture capital firms like Sequoia Capital and DAG Ventures, Clickatell is headquartered in Silicon Valley, CA with presences in India and South Africa.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-18729","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/18729","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=18729"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=18729"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=18729"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}