What if smarter payments could transform South African Schools to provide a safe space for our children to flourish while we help parents equip their children to be money-wise and have a bright financial future? If this resonates with you, we would love to hear from you.
We are looking for a passionate School Success Specialist with a keen eye for detail, a strong drive for results & building customer relationships, and a keenness for participating in a team of energised School Success Specialists. Duties for the School Success Specialist will include a broad range of tasks such as maintaining internal CRM databases and ongoing customer relationships, networking, implementing school success programs and strategies, contributing to sales initiatives, onboarding, and training clients with the ultimate goal of minimising customer churn and increasing customer conversion. The role will require travelling in and around Gauteng to ensure the team maintains a physical presence throughout Sticitt's customer base.
The role requires providing insights into client-to-business interactions, improving customer experience through product support, and handling customer complaints and requests. Successful candidates must be results-driven, team players, analytical, have an aptitude for learning and using new software and communicate clearly and effectively. The ideal School Success Specialist should engage with customers and Distribution team members, maximise value, and create strategies to grow the business' customer base.
Job Purpose
Responsible for supporting a portfolio of schools to identify new opportunities, drive product uptake and ensure customers realise the intended value of the product. Fulfill the role of School Success Specialist where needed.
Required Nature of Experience:
Sales (preferably B2B)
Customer relations management (B2B)
Managing CRM systems
Project management
Product roll-out and implementations (Full implementation management)
Experience in the education or financial technology sector is a plus.
Skills and Knowledge (Essential):
Google Suite (equivalent MS Packages)
Business software and systems (Zoho Desk, CRM & Projects)
Writing & Presentation communication
Project Management
Team Management & Coordination
Skills and Knowledge (Desirable):
Analytical knowledge of what drives Customer Success and associated tools to track and improve key metrics.
Essential Competencies:
Interpersonal skills (Listening, Responsibility & Dependability, Motivation)
Resourcefulness
Decisive and solution-oriented thinking
Complex people and relationship management skills
Change management
Key Performance Areas, Weights and Objectives:
Strategy and Partnership Engagement - 5%
Periodically review Customer Success strategy and iterate strategies based on team feedback, market feedback, and past customer performance.
Formulate new ideas and strategies to improve the reach and effectiveness within their portfolio.
Usage Growth & Success (Also drive own portfolio of Customers) - 85%
Sustain business growth and profitability by maximising customer value and driving product uptake.
Perform product demonstrations for customers.
Improve onboarding processes and Change Management.
Cross-selling within the portfolio.
Handle and resolve customer requests and complaints.
Minimise customer churn.
Drive continuous campaigns to increase product awareness and uptake.
Ensure customers (B2B & B2C) achieve their desired outcome from using our products.
Manage and ensure continuous user usage growth at existing accounts.
Continuous Development - 5%
Understand product portfolio and roadmap.
Continuously provide the Product team with relevant market and product-related feedback.
Reporting and Admin - 5%
Develop and manage customer portfolios.
Ensure continuous updating of applicable CRM software with recent information, activities, and actions.
Assist with pipeline management and monthly reporting work.
Job Type: Full-time
Pay: From R210000,00 per year
Experience:
Sales and Account management: 3 years (Required)
Application Deadline: 2024/08/31
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