Customer success consultant

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R 300000 ZA Per annum

About the Company:

Dots Africa is reinventing how the world performs background checks. Over 1000 corporate and government departments trust us as the background screening platform of choice, but our growth still lies ahead. The core philosophy of Dots Africa is around customer success and experience, so there’s a commitment within all, to ensure that this is achieved. This is why we are looking for a Customer Success Consultant who will roll up their sleeves and prioritize the customer's needs and goals.

So, hop on to the ship, and off to the moon, we goooooooo.

Who You’ll Be Joining?

A dynamic and fun department that is obsessed with giving our customers the best experience. The Customer Success Team is responsible for leading customer success initiatives, keeping the company focused on customer outcomes and plays a central role in directing the future of the Dots360 product.

The Customer Success Team engages our corporate customers to drive Dots360 adoption and demonstrate ongoing value to our clients. The team is responsible for onboarding new customers by engaging and collaborating with the Sales Executive teams, driving ongoing adoption, and managing those relationships.

The Customer Success Team works with the rest of the Dots Africa organization to uncover new ways to make Dots Africa a part of everyday life and to improve our product.

What we offer?

Freedom to innovate and solve interesting problems in a fast-paced environment. As a key member of our team, you will help craft the company's customer success strategies, and collaborate with extremely talented cross-functional teams internally to build products or services that deliver consistent excellent customer experiences.

The opportunity to make a real difference in the company and have the feeling of helping people whilst building transferable skills in marketing, sales, and product development.

About You (Candidate):

You are self-motivated and can work independently or collaborate closely with other team members.  You are passionate about customer experience and You’re an expert at persuasion. You are empathetic, customer oriented and proactive. You have a fanatical drive for success, you wake up every morning thinking, “how will I make a difference today or make an impactful change?

You are comfortable in social situations and demonstrate sincerity. You keep your promises. You definitely need to like to work with people, and you get things done with a smile. You can stay calm and be self-assured in complex, chaotic situations.

If you consider yourself, a go-getter, fast learner who is meticulous in everything you do this role is for you!  You take pride in everything you do and are willing to make this role yours.

Skills that Will Give You A Boost.

Experience working with, and managing, stakeholders and customers.

A high level of accuracy and attention to detail is required.

Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred.

Strong Power Point/Keynote skills. Experience with Adobe In Design or Illustrator preferred but not required.

Comfort in a startup environment, we move quickly and wear many hats in a dynamic environment.

3-5 years of related experience in communications, marketing, sales, account management, or customer success

Excellent verbal and written communication, interpersonal skills, strategic planning, and project management skills

Comfortable working across multiple departments in a deadline-driven environment

Active team player, self-starter, and multitasker who can quickly adjust priorities.

What Are We Looking For?

Our ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, you must demonstrate a record of analyzing and optimizing campaigns.

Bachelor’s degree

3+ years in a Customer Success, Relationship Management, Account Management, or similar role. The Ideal candidate will have experience within the HR and/or Recruitment support services Experience in working with complex, multi-divisional, multi-geographical customers.

A Self-starter with effective time management and the ability to manage their desk.

Impressive executive presence and communication abilities

Ability to create structure in ambiguous situations and design effective processes.

Bias for action

Passion for technology and for being a part of a fast-growing Saa S company.

Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Services)

Proven track record of working in a customer facing role.

Experience working with large enterprise customers.

Highly organized, collaborative and detail oriented

Experience building and maintaining relationships, while working to mitigate churn and drive engagement.

Empathetic, positive attitude with a desire to help our customers reach their goals.

What You’ll Do?

At Dots Africa, the customer success consultant will need to understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product road map.

They’ll be involved in all aspects of support, account management, demonstrating the product, Training customers and more. All team members look to customer success for input across all key decisions.

You will also do the following:

Own overall relationship with assigned clients, which includes managing implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.

Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.

Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team!

Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.

Maintain existing customer success metrics and data as directed!

Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.

Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals!

Collaborate, problem solve, and/or strategize upcoming client meetings with team members.

Prepare necessary documentation or visuals for client to demonstrate their activity whilst using our platform.

Work with the sales and marketing team to drill customer references and develop case studies.

Partner with our clients to deliver predictable outcomes and experiences.

Delivering and communicating ROI for our clients, throughout the customer lifecycle.

Being the trusted partner for the customer on use-case and product functionality.

Understand customer outcomes by communicating with customers, analyse customer health metrics, run NPS and gather other feedback via Salesforce or related software. We recognize the importance of having robust reporting and customer relationship management (CRM) systems in place. And our CSC’s are required to log all activity via Salesforce.

Represent the voice of the customer to provide input into every core product, marketing, and sales process.

Collaborate closely with team members to support client growth opportunities.

Collaborate with the engineering and development team to set up or configure our software platform as per customers’ requirements and troubleshoot technical issues raised by customers.

Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.

Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base.

Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.

Enable successful roll-out of Dots Africa features to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person!

Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.

Identify opportunities for customers to act as Dots Africa advocates (e.g., testimonials, case studies)

Collaborate closely with the Support team to drive customer satisfaction.

The CSC needs to be able and willing to travel.

Must have own vehicle and valid driver’s license.

Meeting KPI’s as defined such as: number of clients visits a month, growth targets, product diversification.

They will be required to keep abreast of industry developments and legislative changes; an understanding of the competitive landscape is also needed.

Nurture: Continuously engage with the client to maintain a strong relationship. Regularly check in, provide updates on our services, and offer support as needed.

Cross-selling: Identify opportunities to introduce additional services or products that complement the client's existing background screening needs. Understand their evolving requirements and offer tailored solutions.

Upselling: Explore ways to upgrade the client's current service by highlighting additional features or benefits that can enhance their experience or provide greater value.

Retention: Proactively address any issues or concerns raised by the client and take necessary steps to resolve them promptly. Focus on delivering exceptional service and ensuring client satisfaction.

Client growth: Work collaboratively with the client to understand their long-term goals and align our services accordingly. Identify opportunities for expansion within the client's organization or industry.

Knowing Your Client: Our CSC's are trained to understand the unique needs and preferences of each client. Our CSC's must adapt their approach and communication style to suit each client's specific requirements, ensuring a personalized and valuable experience.

Education and Information: Our CSC's must actively educate clients about industry trends, best practices, and new opportunities. By sharing valuable insights, knowledge, and statistics, we will challenge our clients' current status quo constructively, opening doors for new possibilities and growth.

Excitement and Value-Added Meetings: Through our efforts to know our clients, challenge them, and educate them, we strive to make every interaction with our CSC exciting and valuable. The CSC’s meetings are to be used as opportunities to gain valuable insights, seek guidance, and explore collaborative solutions. Our CSC’s should understand the value they add to our clients’ day-to-day operations.

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