Customer Success Manager

We Are Setting The Pace

Clickatell is a world-class Chat Commerce company, ambitious to stay ahead of its competitors. We build our own culture in which we dream big and stay busy doing the right things. We need people who can understand the bigger picture and who connect the dots to achieve success. In our agile and demanding environment, you will have to ask the right questions and take the smart risk.

We call ourselves Champions. Why Champions? Because it's not only about what they have done, but also for what they are going to do. The way they are going to drive our organization forward and deliver solutions to our customers. Watch this space as we blaze a new path while expanding across the globe.

Purpose

The Customer Success Manager will develop and implement best practices to help our largest accounts to grow their Chat Commerce transaction volumes to a critical mass. This is a critical role in helping our clients to achieve their business objectives.

Requirements

We Do The Right Things

Responsibilities of the Role

• Develop an exceptional understanding of what is required to ensure that Chat Commerce deployments are successful in terms of consumer usage.
• Evaluate past and existing Clickatell deployments, extracting lessons learned and best approaches that, if applied to new projects, will increase the likelihood of success.
• Develop companywide strategies (involving all relevant parties) on how to build capabilities to help customers to deploy Chat Commerce Solutions more successfully.
• Contribute to strategic product develop in relation to target markets and specific use cases.
• Work on specific identified accounts (applying the best practices), to convince clients to deploy and invest and help them to be successful.

• Work closely with designated account managers and solution architects to design the optimal customer experience journey for Enterprise clients.
• Take appropriate actions to develop Clickatell's brand as the company that help their customer's to be successful, through proven success stories.
• Develop a long term plan to grow this expertise in support of Clickatell customers in all our target regions.
• Operate as a strong team player to achieve various goals and objectives.

We Are On A Learning Journey

Requirements of the Role

• Work Experience
• Broad-based business professional with 10+ years of experience in business transformation and project management

• Proven ability to interact with Senior client decision makers, building confidence to deliver on strategic projects
• Successful track record in shaping new generation, transformational products - especially in the retail or financial services verticals.
• Proven track record in understanding and developing consumer journeys in mobile environments to optimize conversational channel deployments.
• High-energy, visionary executive with high intellectual horsepower and a proven entrepreneurial track record of defining and delivering new initiatives
• Demonstrated leadership, teamwork and collaboration in a professional setting

• Knowledge and Abilities
• Good analytic skills to understand previous successes and market dynamics.
• Ability to conceptualise outcomes through a process of integrating diverse disciplines (product functionality, promotional activities, consumer behaviour and return on investments) to develop targeted solutions.
• Strong business acumen, analytical and problem skills, and focus.
• People-person who is skilled at impressing and satisfying customer not only with results but technical capability.

• Successful background driving repeatable solutions, technical wins and / or practice wins.
• Excellent communication (written and oral) and interpersonal skills

Benefits

Why You Should Join

Perks of the Role

• Health Insurance
• 401k contribution
• Quarterly performance incentive bonus
• Risk benefit company contributions
• Reimbursable communications allowance for internet and mobile phone bills

• Half-day off on your birthday
• 5 personal days leave a year, over and above your PTO
• Remote Working (our offices are currently open for essential use only due to COVID-19)
• Home office set-up with laptop, monitor and other related items.

Stronger Together

Clickatell is unequivocally committed to Diversity, Inclusion and Belonging. We believe that we are stronger together and that sameness limits our thinking and our opportunities. You are welcome at Clickatell for who you are, no matter where you come from or what you choose to believe. Our platform is for everyone, and so is our workplace. But it isn't just about a whole lot of different people working together all having their say - it is about us creating a place where we all feel that we belong. It's in our differences that we will find the power to keep revolutionizing the way the world uses chat technology.