Customer Delivery Officer
Customer Delivery Officer
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Salary Not Disclosed
1 Vacancy
Job Description
About Mezzanine
Mezzanine builds and delivers enterprise-grade digital solutions for public- and private enterprise customers across Africa. Founded in 2012 Mezzanine established itself as a thought-leader in a number of verticals - agricultural financial inclusion health and utilities (water & energy). Mezzanine is a home-grown African company delivering value to the people of Africa and a subsidiary of the Vodacom Group.
As we expand to more segments and markets we need adaptable team players with a can do attitude who can help drive growth and deliver customer success.
About the role
We are seeking an experienced Customer Delivery Officer to coordinate and conduct product training to our clients partners and end-users. The Customer Delivery Officer will engage with clients to facilitate solution adoption and facilitate system usability improvements by communicating user feedback. This role will be part of Mezzanines multi-functional team to support our commitment to excellence and results-driven culture. This position reports to the Chief Delivery Officer.
Client Engagement:
- Support the sales team by attending client interactions where necessary.
- Identify stakeholders in order to request their details before deployment in conjunction with product managers.
- Gain training buy-in from key client stakeholders before during and after training.
- Obtain client comprehension at all levels of the hierarchy of each solutions key components.
- Identify the potential challenges to solution adoption within the client business and address where possible/escalate where necessary.
- Report monthly product utilisation statistics to management.
Service Provider Coordination:
- Identify and onboard service providers as per defined criteria.
- Review coverage and close gaps identified.
- Conduct regular service provider meetings.
- Train Service Providers on products and ensure competency
Operation & Solution Deployment:
- Provide support and enforcement of the set project delivery process and documentation.
- Perform solution deployments and configurations based on the clients use cases.
- Document the deployment success matrix.
- Create a solution utilization plan for each client to be implemented.
Training and Coordination:
- Coordinate all product training between outsourced partner and the product team for all deployments locally and EA.
- Oversee the implementation of the training strategy with the outsourced partner.
- Maintain and update the Mavenlink training tasks.
- Design and update training material and content with support from Marketing Designers and Product Managers.
- Training material to be digitally accessible and in line with best practice for manuals videos etc.
- Design & maintain the training strategy and plan per product based on budgets in conjunction with project team
- Review training material after every deployment and update accordingly.
- Ensure the material is signed off by the client before training arrangements are made.
- Work with Clients to ensure:
- Key preparations for training (including devices) are in place.
- Key stakeholders are present at the training
- Training satisfaction (via surveys) is conducted.
- Sign off on training events on a per trained user basis.
- Conduct and/or coordinate training as per the project plan.
- Gather feedback from training facilitators to report on training effectiveness and improve training over time.
- Ensure training surveys are sent out post-training and evaluated for client needs and reported to
Improve System usability:
- Record and report feedback from end and enterprise users within the clients business on the application functionality and workflow.
- Work with product /Program managers to improve the application based on the feedback from the field to ensure applications are optimally suited for the use case.
- Identify communicate and track utilisation barriers in the relevant forums.
General:
- Adhere to the Information Security Management System policies and procedures as per ISO 27001 and Mezzanines Information Security Management System (ISMS)
- Work with the support team to resolve escalated queries
Skills required:
- Attention to detail
- Numerical abilities & basic data analysis
- Proficiency in Microsoft package
- Microsoft Excel at intermediate to advanced level
- Excellent communication at all levels
- Stakeholder Management
Qualification required (minimum):
- Post Matric qualification in Business Management. Administration teaching or related field (Certificate/Diploma/Degree)
- Post Matric Agricultural Qualification
Experience required (minimum):
- 6 months - 1 experience in the agricultural sector
- 6 months - 1 year data capturing
- Previous training or teaching experience
Required Experience:
Unclear Seniority
Employment Type
Full-Time
