Overview
Customer Success Team Manager Jobs in Cape Town at CV Library
Hours: Monday-Friday, 9:30-18:30//10:30-19:30
Location: Tyger Valley, Cape Town
Working Pattern: Office based
At CV-Library, we have a simple vision: to help the world to work and we are looking for exceptional and talented people to help us realise this vision in both UK and overseas markets.
We are in a period of accelerated growth, following a year of key strategic acquisitions and significant investment across all parts of the business from Tech and Data to People and HR, there’s never been a more exciting time to join us or a better place to grow your career!
The Role
We are actively seeking an experienced Customer Success Team Manager to lead our client response teams and administrative functions in our South Africa office. Additionally, you’ll provide crucial support to our clients in the UK.
In the pivotal role, you will be instrumental in ensuring our clients consistently receive exceptional service and support. You’ll oversee client interactions through email, phone and live chat by managing the client response teams. Simultaneously, you’ll take ownership of a portfolio of client accounts, developing an in-depth understanding of our systems and processes.
Responsibilities:
Lead local recruitment to identify top talent for client response and administrative teams
Provide clear leadership, targets and foster a collaborative, high-performance work environment for direct reports
Equip the team with tools and knowledge to maximise client account value, performance and satisfaction
Conduct regular one-ot-ones, reviews and implement personal development plans for staff to reach their full potential
Establish and maintain quality standards for all client interactions
Collaborate with the UK head office to address complex client needs and escalations
Manage a portfolio of client accounts to meet the customer promise and deliver high performance
Cultivate strong client relationships, understanding their goals, challenges and identifying upselling or cross-selling opportunities
Collaborate with sales teams to drive revenue growth
Develop, maintain and monitor key performance indicators (KPIs) for the client success team and assess team and individual performance regularly
Utilise data-driven insights to predict client needs and proactively recommend solutions to enhance their experience and outcomes
Identify and implement process improvements to enhance the efficiency and effectiveness of client support operations
Create and deliver training programs for team members to handle client inquiries effectively and accurately, addressing skill gaps as needed
Requirements:
Essential:
Bachelor’s degree in business, management or a related field (preferred)
Proven commercial success in a Customer Success based role with experience of managing a small team in a hyper growth business environment
Strong leadership and team management skills
Excellent communication and interpersonal skills
Analytical mindset with the ability to leverage data for decision-making
Proficiency in CRM systems and Microsoft Office Suite
Experience in a multinational organisation, support UK based clients is a plus
Benefits:
We are actively committed to promoting a fully diverse and inclusive workforce and we welcome applications for this role from all candidates who meet the key requirements.
Please do not hesitate to get in touch should you require any reasonable adjustments to assist with your application.
Title: Customer Success Team Manager
Company: CV Library
Location: Cape Town
