Customer Success Operations Manager

Hours: Monday-Friday, 9:30-18:30//10:30-19:30
Location: Tyger Valley, Cape Town
Working Pattern: Office based

At CV-Library, we have a simple vision: to help the world to work and we are looking for exceptional and talented people to help us realise this vision in both UK and overseas markets.

We are in a period of accelerated growth, following a year of key strategic acquisitions and significant investment across all parts of the business from Tech and Data to People and HR, there’s never been a more exciting time to join us or a better place to grow your career!

The Role

We are actively seeking an experienced Customer Success Manager to lead our client response teams and administrative functions in our South Africa office. Additionally, you’ll provide crucial support to our clients in the UK.

In the pivotal role, you will be instrumental in ensuring our clients consistently receive exceptional service and support. You’ll oversee client interactions through email, phone and live chat by managing the client response teams. Simultaneously, you’ll take ownership of a portfolio of client accounts, developing an in-depth understanding of our systems and processes.

Responsibilities:

• Lead local recruitment to identify top talent for client response and administrative teams
• Provide clear leadership, targets and foster a collaborative, high-performance work environment for direct reports
• Equip the team with tools and knowledge to maximise client account value, performance and satisfaction
• Conduct regular 1:1s, reviews and implement personal development plans for staff to reach their full potential
• Establish and maintain quality standards for all client interactions
• Collaborate with the UK head office to address complex client needs and escalations
• Manage a portfolio of client accounts to meet the customer promise and deliver high performance
• Cultivate strong client relationships, understanding their goals, challenges and identifying upselling or cross-selling opportunities
• Collaborate with sales teams to drive revenue growth
• Develop, maintain and monitor key performance indicators (KPIs) for the client success team and assess team and individual performance regularly
• Utilise data-driven insights to predict client needs and proactively recommend solutions to enhance their experience and outcomes
• Identify and implement process improvements to enhance the efficiency and effectiveness of client support operations
• Create and deliver training programs for team members to handle client inquiries effectively and accurately, addressing skill gaps as needed

Requirements:

Essential:

• Bachelor’s degree in business, management or a related field (preferred)
• Proven commercial success in a Customer Success based role with experience of managing a small team in a hyper growth business environment
• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Analytical mindset with the ability to leverage data for decision-making
• Proficiency in CRM systems and Microsoft Office Suite
• Experience in a multinational organisation, support UK based clients is a plus

Benefits:

· Enhanced Annual Leave – Enjoy up to 19 days of annual leave depending on your grade level.

· Medical Contribution – Monthly contribution towards your medical aid plan, supporting your health and wellbeing.

· Life, Disability, Income Protector & Funeral Cover (after probation) – Peace of mind with 2x salary life cover.

· Pension Scheme — Employee and employer matched contribution, increasing with service – Employer contributions towards your retirement, increasing the longer you stay with us.

· Long Service Leave — Additional annual leave days at milestones – Earn extra leave days to reward your loyalty at key service milestones.

· Birthday Leave – Enjoy a paid day off on your birthday to celebrate your special day.

· LinkedIn Learning access – Access to professional development tools and training via LinkedIn Learning.

· Fresh fruit in-office – Complimentary fresh fruit to promote a healthy workplace.

· Flexible Public Holiday Policy – Flexibility to swap public holidays to suit your beliefs and lifestyle.

We are actively committed to promoting a fully diverse and inclusive workforce and we welcome applications for this role from all candidates who meet the key requirements.

Please do not hesitate to get in touch should you require any reasonable adjustments to assist with your application.