Customer Operations Manager

Customer Operations Manager

The role

As a customer-centric organization, we are striving to always deliver the best possible results for our clients and partners. Reporting to the COO, the Customer Operations Manager will play an instrumental role in establishing our service delivery model through appointed Sales Partners and be the vital link between their customer requirements and fulfilment.

We’re looking for someone who is client obsessed and solution-driven, who is a collaborative team player and an excellent communicator. You will create and execute customer experience and achieve satisfaction according to established and agreed timelines and in accordance with KPI’s.

An ideal candidate is an excellent team player and strong collaborator. The nature of our solution is highly personalized to customer needs and each customer case is unique. Delivery therefore will require input and engagement from multiple internal and external stakeholder groups, including but not limited to senior management, sales partners, development and fulfilment teams. Ability to coordinate a complex web of project fulfilment internally whilst maintaining Sales Partner and customer engagement and managing their expectations is going to be crucial to be successful in this role. Your personal qualities will enable you to learn, adapt, navigate complex scenarios, mediate, problem-solve and wear customer’s skin like your own.

If you are positive and driven with can-do and will-do attitude, committed to always go that extra mile – we need you!

Job Summary/Responsibilities

  • Own overall relationship with Sales Partners, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction ensuring clients have a positive experience with NTMY Inc at every touch point
  • Establish a trusted and strategic advisor relationship to help drive continued value of our products and services
  • Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings
  • Facilitate interaction and establish workflow between project team members, including third-party service providers, to ensure deliverables are on time
  • Prepare necessary documentation and create templates for precise capturing of customer requirements, as well as fulfilment process, timelines and reporting
  • Ensure all customer solutions and projects are being delivered to the highest standards and within deadlines
  • Handle end to end delivery for customer solutions including communication of deliverables, formats and deadlines, receipt and approval ahead of subsequent go- live
  • Provide timely resolution of any arising technical issues relating to service delivery through constant communication and management of expectations
  • Exercise independent judgment and analysis in determining the best method(s) to resolve issues and ensure customer satisfaction and loyalty

Qualities needed for the role

  • Proven track record in client success management, project management and relationship management
  • Problem-solving attitude
  • Aptitude for fostering positive relationships
  • Customer-oriented mindset
  • Well organised and detail orientated in order to be results focused
  • Excellent written and oral communication skills
  • Strong self-organization skills and ability to collaborate with others
  • Strategic thinker who can generate ideas and deliver results
  • Effective multi-tasking, time management and prioritising skills

Qualities needed for culture fit

  • Can-do and will-do attitude
  • Entrepreneurial nature – getting the job done rather than doing the job
  • Structured and agile
  • Customer obsessed
  • KPI oriented
  • Team player and collaborator
  • Consultant
  • Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
  • Passionate about client success, relationship building and technology solutions

Skills required

  • Highly driven and self-motivated
  • Strong attention to detail
  • Positive, proactive attitude – able to identify what needs to be done, and tackle it energetically and tenaciously
  • Strong and clear communicator, comfortable communicating in writing and verbally with many different people in different job functions and different levels
  • Computer literate and proficient in the use of commonly used business software
  • Strong interpersonal skills

Interested applicants should send their CV and covering letter (including salary expectations) to bakass.p@ntmyinc.com.