Customer Success Lead/Account Director - Stellenbosch
? 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
? Independent / Autonomous
? Balance detail orientation with big-picture thinking
? Problem solving skills
? Time management (prioritization)
? Agile and able to cope with pressure
? Strong communication skills
? Ability to work as part of a multi-disciplinary team
? Excellent client orientation
The purpose of this job is to ensure the delivery of engaging content, and ultimately an effective product to the clients. This mainly includes coordinating and facilitating all engagement, communication, content, financial and project management activities within a designated cluster.
Key areas of responsibility
For this job, the most critical areas of responsibility (Key Performance Areas – KPA’s) are:
1. Client engagement and communication (stakeholder management)
2. Project Management, Finance and Administration
3. Content Management
4. People Management
? Become proficient in the CMS and Analytics system and all its functionality to manage multiple mobile employee engagement communities for clients, incl.
1. creating mobile communities for new clients or prospective clients,
2. Using the functionality, ensure content is uploaded and optimised to provide a superb client experience in SMS, USSD,
3. Mobi-site and Mobile App.
4. 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 & enhancing client satisfaction.
? Managing client risks.
? Advising 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.
? Working with the Managing Consultant, Principal Consultants and Associate Principles to upsell creative, consulting & 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
? Coordinating across the business to drive delivery targets & manage delivery risks.
? Tracking & ensuring that SOW financial targets are met & 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
? 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
? Recording of time spent with clients on harvest tracking system.
? 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.
? Driving effective performance management in the cluster
? Ensuring the sourcing and retention of cluster critical skills
? Driving improvements in cluster culture and staff satisfaction
? Minimizing cluster labor relations risk