Customer Success Advisor - JHB at Kerridge Commercial Systems South Africa

Happy Customers lead to retention of their business as well as turning them into advocates for the company which attracts new business opportunities.  The Customer Success Team have the goals of acting as the advocate for the customer within the company and to develop a holistic view of all technical aspects of every customer.  Customers Success will manage all issues affecting customer sentiment and work on plans to increase this. 

The Customer Success Advisor will be responsible for managing initial customer interactions and driving success for customers through improving communication and collaboration across support teams.  

They will work with the Global Customer Success Managers to identify customers who might need additional support from recognising customer sentiment and providing appropriate advocacy for the customer within KCS. 

Key Responsibilities:

Undertaking Support administration tasks, to include

• Provide a professional and prompt service to Customers for call progress enquiries and escalations
• Obtaining additional information from Customer for Support cases so that there is sufficient information for the case to be progressed
• Work with members of the wider Support team and other departments to ensure that Customers receive a prompt and efficient service
• Running Customer reports
• Sending and processing disclaimer letters, for example KCC user and Admin User access

Maintain the Customer data within the systems used by the Support team, to include

• Cherwell
• Cherwell Customer Portal
• KCS Online
• Using the call logging system correctly ensuring that their calls are updated on a regular basis with actions undertaken and escalating where appropriate
• Alerting the Customer Success Managers and / or Support Leadership team as necessary regarding sensitive Customer issues
• Work with the Global Customer Success team on initiatives that include
• Drive a culture of Customer Delight
• Drive Customer Success strategies into the different Support Teams
• Help define, monitor and promote compliance of Service Level Objectives and manage these across the different KCS teams.
• Help to identify key performance metrics to understand customer technical health
• Monitor and manage customer service delivery focusing on KPI achievement and call reduction.
• Work on initiatives to influence customer behaviour
• Undertaking any other projects as required by their Manager 

Key Requirements:

• Experience in an Administrative role
• Extensive experience in a Customer-focused role in a service oriented environment
• Strong face-to-face, telephone and email communication skills.
• Ability to be effective and maintain strong internal and external relationships working in a global, virtual setting
• Reasonable PC skills and preferable knowledge of Microsoft products including Work, Excel and PowerPoint
• Knowledge or reporting toolsets
• Preferably knowledge of Cherwell ITSM system
• Strong team player but still a self-starter
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly