PURPOSE

To coordinate technical and business information between vendors and internal stakeholders to enable service delivery and implementation of products and services to our customers. As a core member of the Customer Success team, you’ll be responsible for setting Payment Integrations and benefits for our customers while providing a delightful experience. You’ll put their minds at ease by guiding them through a complex process, providing timely information, and keeping all the moving parts running smoothly.

The Customer Success team is passionate about using innovative technology and service to elevate the experience of various business owners and their employees. Each team member is a true owner and makes a tremendous impact every day. You will use your project management skills to streamline administration, drive operations and communications with third-party partners, and build customer relationships.

Another purpose is to coordinate technical and business information between vendors and internal stakeholders to enable service delivery and implementation of products and services to customers.

PRINCIPLE ACCOUNTABILITIES / RESPONSIBILITIES

• Own and manage customer relationships from the point of sale through successful implementation
• Develop measurements to help understand the impact of successful implementation
• Create initiatives that help to drive successful product implementation
• Help the customer define their needs and manage their timeline toward seeing value
• Work with sales, product, and support teams to ensure that each piece of the journey meets customer expectations
• Respond to customer emails, chats, and calls regarding implementation
• Complete video and phone calls to ensure that customers are supported during the onboarding process
• Build evergreen content and resources for customers (and other organisations) to use for education and to drive rapid product adoption
• Be a Company ABC expert and discuss or educate on any nuance of the product internally and externally
• Quickly pick up and disseminate any updates to the product, both to your customers and to your internal teams as needed
• Create repeatable processes, resources, and frameworks to use when onboarding customers
• Successfully transfer your customer relationships to a customer success manager after onboarding
• Loading stores for onboarding and liaising with all parties to complete the installation
• Ensuring the success of single and multiple stores and owning the onboarding lifecycle
• Escalating any challenges pertaining to the installation
• Following up with stores and 3^rd parties to confirm trade – post installation
• Loading of Transpector details and sending out Welcome packs to Clients on completion of the installation
• Assisting the team with closing of legacy tickets on Jira
• Complete verification of stores when they go live
• Follow up on inactive terminal reports
• Follow up on no trade terminal reports
• Assist with customer queries
• Follow up on unsuccessful installs
• Chair and attend internal and external meetings, document minutes and drive action items

Administration

• Responsible for loading new stores and capturing amendments or changes on the Store Take On
• Log and attend to calls on Jira for any queries raised and seek resolution
• Calls to be logged for implementation activities
• Ad hoc administrative duties as and when required
• May require project work to be completed

Customer Engagement

• Coordinate implementation of TJ solutions across the customer base
• Communicate customer requirements internally
• Ensure effective and timely customer engagement to manage expectations of implementation
• Communicate any potential delays of implementation to customers
• Ensure queries are addressed and resolved timeously by the relevant department
• Promote visibility of customer requirements internally through a pre-defined list of customers
• Support delivery of SLA activities

Onboarding and Co-Ordination 

• Device order ticket logging if applicable
• Site survey ticket logged if applicable
• Loading merchants on STO
• Creating POS, Switch, Back-office tickets
• QA process
• Providing config to Trade Link in a timeous manner

Transpector Queries

• Create logins for merchants as required
• Assist merchants with logging in, Transpector training, and transpector-related queries

Self-Management

• Set an example through personal quality and productivity standards and ways of working with others
• Demonstrate consistent application of internal, procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs
• Uphold all company values with honesty and integrity

KNOWLEDGE, SKILLS, EXPERIENCE

• Matric
• 1-2 years experience in a Customer Service role
• Project administration experience is advantageous
• Technical knowledge of card present and card not present payments