Generic Job Title: Customer Success Associate
Report to: Head of Customer Success
Work Policy: Hybrid
Role Purpose:
The Customer Operations Coordinator is responsible for ensuring that information and implementation tasks are filtered to the relevant departments.
Behavioural Competencies
- Excellent Communicator (written & spoken)
- Self-motivated
- Proactive
- Negotiator
- Honesty & Integrity
- Agile
- Analytical & Problem-solving
- Perseverance and Tenacity
- Team Player
Required Qualifications
- Matric
- National Diploma or University Degree (beneficial)
Experience
- 1-2 years’ experience in a similar role
- Experience in administrative operational tasks
- Use of a CRM system and Microsoft office suite.
General Duties & Responsibilities
- Manage interactions with both internal and external customers for retail and online clients.
- Ensure smooth onboarding processes and provide continuous support during customer implementations.
- Facilitate a positive customer experience through prompt responses and effective issue resolution during and post-implementation, conducting regular reviews.
- Utilize the CRM system as a key tool to ensure process compliance.
- Oversee and coordinate administrative tasks involved in customer onboarding.
- Provide training and guidance to new customers during onboarding to help them navigate and use products effectively.
- Ensure integrations are completed accurately and in a timely manner.
- Collaborate with the CSM team to conduct follow-ups on implementations, ensuring targets are met.
- Analyse completed and pending tasks to monitor and enhance operational efficiency.
- Track and manage ongoing projects using Smartsheet, ensuring clear visibility for all stakeholders.
- Provide regular updates on the status of implementations, support issues, and compliance reviews.
- Serve as the point of contact for Smartsheet-related support, assisting internal teams and customers with effective platform use.
- Ensure Smartsheet is the central tool for managing customer onboarding, product implementations, and support processes.
- Streamline operations by coordinating tasks to ensure all steps are completed accurately and efficiently.
- Perform compliance and implementation reviews to identify improvement opportunities.
- Offer prompt and effective support for operational and customer-related issues.
Engage with Stakeholders
- Develop and maintain strong relationships with both internal and external stakeholders.
- Communicate effectively at all management levels with clients and stakeholders, ensuring alignment on goals and timelines.
- Serve as a bridge between customer needs and operational teams, facilitating productive collaboration.
Self-Management and Team Collaboration
- Demonstrate self-management by taking ownership of tasks and managing workloads effectively.
- Positively influence and participate in team and organizational change initiatives.
- Work both independently and as part of the broader organizational team, ensuring clients’ needs are met promptly.
Professional Development
- Continuously enhance your expertise in customer success, staying ahead of industry standards and emerging technologies to deliver best-in-class service.
- Stay informed about the latest innovations and best practices in customer support and operational management, ensuring that we remain competitive and forward-thinking.
- Proactively take ownership of your career growth, seeking opportunities to expand your skill set, contribute to the customer success team’s goals, and drive impactful results.
Agility | Clarity | Collaboration | Creativity & Innovation | Customer Centricity | Lead with Integrity | Relationship Focused