Randburg, South Africa | Posted on 04/09/2024
Catch is a boutique business process outsourcing organisation with a reputation of consistently delivering excellence for our customers. Unlike other BPOs, we don't treat our people like 'seats'. We treat our people like people.
We want to create 10,000 jobs in Sub-Saharan Africa. But not just any jobs. Meaningful jobs that provide dignified employment, pay, and development pathways. That's why in most instances, you'll find we pay almost double what our peers pay.
If you want to build a career and help deliver for our customers, you can expect us to meet you in your ambition and bring the development, career pathways, and remuneration to get you there.
Job Description
We're on the lookout for a rockstar Customer Success Manager (CSM) at Catch Consultants. Catch is a boutique business process outsourcing business with a focus on serving challenger brands across the USA, Canada, UK, Australia, and New Zealand.
As our CSM, you will manage a book of business of 5 - 7 mid-market customers for Catch Consultants, and a team of up to 100 agents. Your primary goal is to ensure that the outsourcing experience your customers have with Catch is successful. This means they're happy, spend more, and stay with Catch for longer.
You'll have a few core responsibilities:
- You will partner with HR to assign team leader(s) and agents to the client.
- You will onboard the client, starting with jointly defining what success looks like, and participating in training and induction sessions.
- You will stand up regular reporting as well as the weekly / monthly / quarterly cadence with each of your customers.
- You will build meaningful relationships with decision makers in your book of business.
- You will own renewal and expansion conversations with your customers to retain and grow their spend with Catch.
Requirements
We're after customer success managers with a good level of experience account managing clients.
- Have 5+ years of experience in a customer success (or similar) role, preferably working within outsourcing or consulting.
- Have 5+ years managing relationships with complex organisations with multiple stakeholders, and managing success programs as the key advisor to global as well as regional customer organizations.
- Highly skilled at building deep and broad relationships across client teams.
- Have experience being a thought leader with your customer base.
- Possess exceptional presentation and communication skills, particularly when engaging with executives and leaders.
- Can proactively identify pain points in the service with our customers.
- Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.
- Operate with high horsepower, have strong problem-solving skills, are adept at frequent context switching, effectively manage working on multiple projects at once with expansive ownership, and ruthlessly prioritise.
- Love spreadsheets and are commercially astute.
At Catch, we're on a mission to build 10,000 jobs in Sub-Saharan Africa. But not just any jobs. Meaningful jobs. Jobs with career pathways that inspire our people to come to work and show up as their best. This means a few commitments from us:
- We pay above market, because we expect the best people. Best in experience, best in performance, and sometimes, best in potential. If you show up for us, we will show up for you.
- We're growing fast, which means opportunities to tackle meaningful work and be part of exciting projects.
- We're big on culture and engagement. You'll have a team of really awesome colleagues around you.
- We're big on giving back. Core to our purpose is uplifting the community and we encourage all of our people to be part of these programs.
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