Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us
Our mission is to empower financial services companies to build automated processes that deliver trusted data and create better customer outcomes. At the same time, we aim to increase our clients’ productivity, reduce their time-to-market, and optimize their operational processes.
Essentially, we make the lives of our clients, and their customers, ...
The Role
The CSM Operations Principal plays a critical role in optimizing the efficiency and effectiveness of our Client Success function.
You will be responsible for analyzing data, identifying trends, creating and reporting metrics, and implementing strategies to enhance client satisfaction, retention, and overall business success. Collaborating closely with CSM management, the frontline CSM team, cross-functional teams and our RevOps team, you will develop insights and recommendations to drive continuous improvement in our client success processes and workflows.
You will also take ownership of the management reporting process including the new CSM system.
Key Accountabilities & Responsibilities
- Data Analysis & Reporting
- Renewal Management Support
- Client Engagement & Insights
- Operational Optimization
- Technology & Tool management
Key Competencies, Education & Experience
- 7 years + experience in operations analysis, data analytics or a similar role in a B2B SaaS environment working with business and technology stakeholders.
- Extensive background in the financial technology and services with a strong focus in Capital Markets.
- Technically minded with a STEM (Science, Technology, Engineering and Mathematics) degree or same level achieved through relevant professional experience.
- Previous and current experience working in an analysis or technical role for a B2B software/SaaS, Fintech company or a financial institute.
- Strong understanding of data analysis tools and techniques, such as Excel, Tableau, or Power BI.
- Experience with client success platforms or CRM systems would be very beneficial.
- Knowledge of client success methodologies and best practices.
- Strong analytical skills with the ability to interpret complex data sets and generate actionable insights.
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.
- Strong presentation skills.
- Detail-oriented with a focus on accuracy and quality in all aspects of work.
- Ability to thrive in a fast-paced environment and adapt to changing priorities and deadlines.
- Very strong organisational skills with ability to work independently.
- Flexible with ability to work as part of cross-functional teams.
go to method of application »
The Role
The role is a key member of the PMO team working closely with the PMO Lead, and supporting Project Managers and Implementation Consultants to help them deliver Xceptor products and services to our clients. The role is pivotal to the smooth running of our project portfolio by delivering and supporting a range of important PMO functions to the group.
Key Accountabilities & responsibilities
Financial
- Work with Delivery and Client Success team members to ensure time is captured accurately and submitted on time.
- Create and maintain data within Delivery tools and spreadsheets as required, ensuring data remains up to date and accurate to drive decision-making.
- Work with the PMO Lead and Finance team with reconciling discrepancies, investigate and resolve queries that occur across time capture, invoicing, contract details and project structure setup across Delivery Tools.
- Assist with the production of month end reporting and presentation packs, ensuring they are accurate and presented on time.
- Assist the finance team locally where necessary to ensure Delivery - PMO - Finance - Client processes operate smoothly
Non-Financial
- Support the PMO Lead with other activities required to ensure an effective and accurate PMO function is maintained. Cover for PMO Lead during absences.
- Provide analysis and create/run reports where requested, and support with ad hoc presentation production.
- Become a Subject Matter Expert (SME) in tools and processes used by Delivery to ensure teams use them in a consistent manner.
Key Competencies
Technical
- Understanding project management methodologies and principles
- Strong Excel skills, and an innovative approach to using the latest technologies to automate and enrich PMO activities.
- Strong numeracy, analytical & literacy skills
Non-Technical
- Strong organizational skills
- Effective communication & collaboration skills
- Ability to balance multiple priorities
- Meticulous and Good attention to detail
Required Education and Experience
- At least 2 years’ experience of working within PMO operations
- Some experience of working in a global organization
- Educated to NQF 5 level or equivalent standard
Gmail
Yahoomail