Manager; Customer Value & Experience at Cellulant Corporation

This role will have you responsible for understanding User journeys end to end, Tracking key Metrics and Deliverables, Analysing performance, Creating insightful data driven reports with key stakeholders for decision making. Ideally you have a strong background as an analytical thinker, comfortable working with data sets, conducting analysis, converting results into actionable business decisions, and effectively communicating outside the box kind of insights.

CORE RESPONSIBILITIES:

 Drive Customer Success Outcomes

• Analyse, identify and resolve systemic areas for improvement across People, Process, and Technology to deliver a blue-chip experience to customers
• Be the custodian of customer feedback, communicate this to the Product team, and collaborate on new features builds & implementation to promote Customer Delight
• Liaise with Sales and Support to ensure client needs are fulfilled and to resolve areas of concern as per the voice of the customer
• Owning customer retention and increasing Customer Lifetime Value by upholding a relentless Customer First ethos
• Advocate Customer Success team on best methods to increase usage and achieve optimum product adoption for our customers
• Identify potential root cause scenarios for business operational metrics and pursue data-driven proposals to drive impact

Define and Optimise the Customer Lifecycle

• Demonstrate an expert-level understanding of the Cellulant platform and know all the ways it can best support & improve the Customer Journey Lifecycle
• Achieve quarterly automation objectives aimed at streamlining & scaling Customer Retention & Expansion
• Constantly develop & implement listening points in the journey (e.g. usage, satisfaction, etc.)
• Standardise & automate interventions for each point in journey
• Apply industry best practices to meet our customer needs

QUALIFICATIONS & EXPERIENCE:

Qualification:

• A University Degree in Business Management, Marketing, Finance or any other related area 
• Excellent data anaylsis and presentation skills
• Excellent verbal and written communication skills
• Knowledge of current industry trends will be an added advantage
• Minimum of 4 years of experience in Business/Customer Success roles
• Minimum of 5 years of experience in a similar or closely similar role

Skills:

• Analytical & innovative
• Strategic thinker that can translate customer feedback into an opportunity to improve the customer experience
• Excellent interpersonal, organisational, collaboration and communication skills
• A positive change agent with a “can-do” attitude
• Excellent time-management
• Keen to detail and trends, and able to share insights

Personal Attributes:

• A willingness from the outset to take ownership of projects and push them as far as they can, all while taking constructive feedback from the team
• Ability to meet deadlines and collaborate with team members.
• Self-starter with a capacity to show initiative, good judgment and resourcefulness
• One who can influence cross-functional teams and departments in an environment of rapid growth