Client Services Manager: BluNova

• Acts as a bridge between the organization and potential clients, helping the organization grow
• Creates long-term value for the organization, supporting the scaling of operations by supporting strategic partnerships
• Researches and identifies prospective clients, understanding their needs, and tailoring compelling pitches to pique interest
• Supports and maintains a pipeline of leads, tracking client interactions by following the business development process and plans
• Establishes a network of invaluable connections within the industry by actively engaging with peers, industry experts, and potential collaborators to attract new clients and identify opportunities for existing clients
• Reviews and provides consultation to clients on their portfolios
• Schedules and facilitates regular meetings and maintains communication with all other supporters of assigned portfolios to allow for cross collaboration and knowledge sharing across the teams
• Ability to maintain a professional attitude while working in a fast-paced environment
• Possesses a creative and adaptable approach to problem-solving, pioneering inventive ways to engage potential client

• Focuses on customer service and experience to enhance the organisation’s reputation building a loyal customer following, to contribute to long-term success
• Leverages deep functional expertise in order to expand the customer’s use of existing products and to identify new products offerings
• Builds/maintains rapid channel of communication to customer in case of service- related issues and events
• Represents the “Voice of the Customer” and creates a culture of Customer
• Centricity by integrating a customer-centric approach into the business development strategy
• Engages with customers, addressing their concerns promptly, and exceeding their expectations to create a positive brand
• Has a proactive approach to customer service, actively seeking feedback, measuring customer satisfaction, and continuously refining the organisation’s offerings based on customer input
• Provides direction and leadership to cross-functional project resources (both internal and external), leveraging them to ensure delivery and client satisfaction
• Supports and manages client initiatives related to data quality, reporting, technology upgrades and implementations
• Develops a good understanding of the customer environment and uses this knowledge to proactively drive improvements and efficiencies in Customer Support
• Manages regulatory questions and communications
• Possesses excellent customer engagement and relationship development skills and the ability to articulate customer requirements and priorities
• Implements processes and systems to provide quick yet thorough responses to internal and external partner requests and requirements
• Manages partner requests, issues, questions, training on a day-to-day basis, including but not limited to end user production problem tracking
• Interfaces with internal product, technology, business and operations teams to ensure partner and end user satisfaction

• Keeps accurate records and document customer service actions and discussions
• Analyses statistics and compiles accurate reports
• Develops, tracks and reports key performance measurements for the unit
• Assesses and review customer complaints
• Tracks customer complaint resolution
• Monitors accuracy of reporting and data base information. Analyzes relevant data to determine customer service outputs
• Demonstrates advanced insights and understanding of customer’s business/industry and challenges appropriately the way a customer views both their business and processes

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrates consistent application of internal procedures
• Plans and prioritises, demonstrating abilities to manage competing demands
• Demonstrates abilities to anticipate and manage change
• Demonstrates flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

• Communicates Effectively
• Plans and Aligns
• Customer Focus
• Instills Trust
• Collaborates
• Situational Adaptability
• Business Insight
• Collaborates
• Customer Focus
• Ensure Accountability
• Manages Complexity

• Verbal Communication
• Commercial Acumen
• Planning Organising
• Action Planning
• Policy and Procedures
• Data Collection and Analysis
• Reporting

• Matric
• Technical qualification in Engineering or IT-related studies

• Minimum of 5 years’ progressive experience within a similar role Experience in Customer Service environment essential
• Minimum 2 years of experience in an account management role or client facing role
• Own and develop relationships with the frontline account management and specialist sales, servicing and supporting organizations to provide customer technical insight
• Experience working within a technology organization and communicating with a technical contact level is strongly preferred
• Experience in the credit risk space or similar is advantageous
• Advanced knowledge of, or experience using, AI technologies a strong plus

Blue Label Telecoms