Support Manager / Customer Success Manager EE/AA

Location: Somerset West, Cape Town
Salary: R600k – 840k per annum

About the Role:

Requirements:
5+ years' relevant work experience required.
Experienced in dealing with SLA Renewals and from a technical background
Balanced technical and commercial aptitude.
Strong analytical and troubleshooting skills.
Ability to prioritize and manage tasks.
Good oral and written communication skills.
Excellent time management and problem-solving skills.
Exceptional customer service skills.
Good people management skills.
Advantageous:
Profit and Loss management.
Team KPI implementation and execution.
Proven commercial negotiation experience.
Experience in implementing ITIL/SDLC/Continuous Improvement principles in a product and services company.
Experience in both hardware and application support.
Experience in managing a technical team.
Knowledge of JIRA service desk and Microsoft Teams.

Duties:
Ensuring SLA metrics are met through support ticket triage, prioritization, appropriate escalation and customer service.
Setting Customer Success KPIs and monitoring performance of the customer success function.
Implementing and maintaining support workflows and a knowledgebase that serves the customer success team.
Ensuring excellent customer support services through timely and professional communication that is underpinned by strong technical services.
Performing Root Cause Analysis and appropriate remedial actions for critical/recurring support tickets.
Preparing customer success team performance reports.
Client invoicing, renewals or new solution request management.
Product improvement feedback and prioritisation within the SDLC process using a data driven approach.