Manager Customer success & Service Management

You will play a pivotal role in helping our clients achieve full integration and implementation of our products to their daily business practices. Daytoday you will be responsible for effective and consistent communication and supporting many of our key customers. In that capacity you will also:

• Act as the point of contact for our users by Building and maintaining strong client relationships.
  
• Communicating effectively with both internal and external teams to ensure superb customer satisfaction.
  
• Ensuring that requests are addressed in a timely and effective manner.
  
• Initiating enhancements to our products by continuously seeking out relevant customer feedback.
  
• Provide outstanding pre and post sales support on demonstrations and implementations.
  
  Utilize internal resources to ensure projects are completed on time or ahead of schedule.
  
  
  

Service Management:

• Lead the service desk team as well while working towards implementing best practice across the Service Desk.
  
• Reporting on service levels customer satisfaction and recommending changes through a process of continual improvement
  
• Liaise extensively with all business areas stakeholders3rd party suppliers & all members of the IS team at various levels.
  
• Ensure the consistent design of appropriate services service management information systems architectures technology processes information and metrics to meet current and evolving business needs and requirements.
  
• Plan and coordinate all design activities following ITIL best practice.
  
• Plan resources and work schedules to ensure Service Desk is covered during working hours