Client Enablement Support Team Leader - Midrand, South Africa - CaseWare Africa

Description

To oversee the support team by providing operational direction, task delegation and the overall coaching and team leadership to achieve the teams' stated targets and objectives.

• Develop and implement an annual team plan those guides targets, objectives and client success metrics
• Partner with HCM, divisional leaders and our recruitment supplier to facilitate recruitment activities in accordance with the Group recruitment policy; being the Recruitment and Selection policy
• Oversee the coaching, mentoring, performance management and career development of the team
• Lead in the execution and monitoring of the support teams' procedures and
• Provide direction to the team on what to do and how to improve.
• Enhance the client journey by designing and implementing interventions based on knowing and understanding the latest developments and strategies within the division
• Drive overall relationships with assigned clients, which includes managing onboarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction
• Participate in the development and implementation of client success campaigns
• Lead the execution of activities to ensure internal orientation in driving client success
• Deliver client success by collaborating with the team for input on how to increase productivity and improve client success and
• Identify and document observations and findings in formal reports for submission to relevant stakeholders
• Generate team metrics based on indepth data analysis
• Leverage data analysis to identify exceptions and/or business opportunities which informs our client success strategy
• Establish, communicate, and achieve targets to spur performance and to measure effectiveness.
• Oversee complete resolutions on all reported cases for the relevant products
• Partner with Product and development teams to assist with testing operations and releasing of relevant products.
• Identify best practices or improvements by
• Evaluating existing processes, products, and procedures.
• Provide invaluable contributions to improve the overall strategy of the support team.
• Lead with a mindset of continuous improvement

• Post-Matric qualification. Completed BCom Accounting degree
• Excellent academic achievements within the specified qualification (Please note that academic transcripts will be requested)
• At least 3 5 years' experience in customer related roles
• Support methodology training (ITIL, 6 Sigma) a plus; and

• Internal product and customer knowledge
• Experience with electronically licensed software
• Experience with data analysis and reporting
• Relationship Management
• Highly computer literate, with a keen interest in software
• Excellent troubleshooting and issue resolutions skills
• Strong leadership ability with personal credibility capable of effectively interacting with all stakeholders
• Sound influencing skills in dealing with internal and external stakeholders
• Focused and results oriented, driven by excellence
• Effective communicator at all levels
• Ability to work in a fastpaced, high pressured and collaborative environment
• Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision
• Mature individual with high level of emotional intelligence
• Ability to understand and manage complex client environments
• Ability to manage a wide and complex range of requests and incidents