Client Success Associate

ABOUT US

Africa has an untapped talent pool that is increasing exponentially, with a projected workforce that will exceed India and China by 2035. Fuelled by this, our mission is to create work opportunities for millions of Africa’s youth and solve the world’s shortage of technology talent. 

Our company SAND has 450+ staff members from 48+ countries with plans to acquire several companies around the world to become a multi-billion dollar global technology services provider that employs over 100K employees across the globe.

We have two brands represented in our ecosystem:

• With ALX, we are cultivating the fastest-growing pool of technology talent globally, training aspiring professionals in software engineering, cloud computing, data science, and Salesforce across over 60 countries. ALX fosters a vibrant community for top tech talent, igniting transformative careers by connecting top technology talent with extraordinary opportunities for impact.
• Through Sand Technologies, we support enterprises and scale-ups around the world to develop world-class technology products, build great technology teams, generate more revenue, and deliver outstanding customer experience. Our clients include one of the largest cloud computing providers in the world, as well as Bestseller A/S (Denmark), Create Prime (New Zealand), Stanbic Bank (Kenya), and Tamara (Dubai). 

With varying levels of expertise in software development, data, cloud, machine learning, artificial intelligence, UX design, web development, etc., we provide unparalleled opportunities to technology talent worldwide while reshaping industries, disrupting traditional business models, and creating new opportunities for innovation and growth.

We do hard things!

ABOUT THE CUSTOMER EXPERIENCE TEAM

Our client success function is at the heart of our commitment, maintaining long-term relationships that drive mutual success. This position offers a unique chance to serve as a trusted and service-critical resource to our clients and contribute to their success journey.

ABOUT THE ROLE

At Sand Technologies, our commitment to maintaining long-term, mutually beneficial relationships with our B2B clients is central to our mission. As a Client Success Associate, you will act as a pivotal, service-critical resource for our clients, guiding them on their success journey. This role offers a unique opportunity to cultivate strong relationships and contribute significantly to client satisfaction and retention.

KEY RESPONSIBILITIES

• Client Relationship Management: Build and maintain robust relationships with clients at various levels, understanding their unique needs and objectives to facilitate informed decision-making.
• Communication Excellence: Regularly update clients on learner progress, program effectiveness, and satisfaction levels, ensuring transparent and effective communication channels.
• Risk Mitigation: Proactively identify potential issues and address them promptly, keeping clients informed and preventing escalation.
• Support with Empathy: Efficiently manage client inquiries and resolve issues swiftly, aiming to exceed client expectations.
• Seamless Onboarding: Facilitate smooth transitions for new client cohorts, collaborating across departments to set clear expectations and provide comprehensive support.
• Cross-Functional Collaboration: Work closely with sales, delivery, and finance teams to create a cohesive ecosystem that enhances client success.
• Customer-Centric Culture: Foster a team environment that prioritizes empathy, responsiveness, and excellence in customer service.
• Alignment with Client Goals: Ensure that delivery teams' efforts are in direct alignment with client OKRs, enhancing ROI.
• Process Improvement: Maintain a comprehensive understanding of the client support process, identify improvement areas, and streamline operations.
• Client Satisfaction Monitoring: Keep track of client health and satisfaction metrics, developing strategies to increase loyalty and reduce churn. This will include dashboarding and reporting metrics and charts that show in detail what is happening on the ground. 

ADDITIONAL RESPONSIBILITIES:

• Data-Driven Reporting: Guarantee the accuracy and completeness of reports related to training outcomes.
• Feedback Analysis: Utilize NPS and other feedback mechanisms to derive insights for continuous improvement.
• Sales Collaboration: Work closely with the sales team to ensure a seamless onboarding experience and support future renewals.
• Performance Reviews: Lead weekly meetings to discuss learner performance and make necessary adjustments to the learning journey.
• Account Health Check-Ins: Conduct monthly review meetings to assess service delivery quality and client satisfaction.
• Regulatory Compliance: Collaborate with the SETA department to ensure compliance with relevant regulations and understand verification processes.
• Learner Retention: Develop strategies in partnership with clients and admissions to minimize learner withdrawals and improve retention rates.
• Project Completion: Coordinate with the delivery team for the successful closure of projects and provide comprehensive close-out reports to clients

SKILLS & QUALIFICATIONS

• Bachelor's degree or higher
• 5+ years in a sales or client success / service role 
• Exceptional communication and interpersonal skills.
• Strong organizational and time-management abilities.
• Proficient in technology and software, including virtual meeting platforms.
• Ability to thrive in both collaborative and autonomous settings.

ABOUT YOU

You are a proactive, empathetic individual with a passion for client success and a track record of delivering exceptional customer service. Your ability to navigate complex relationships and your dedication to fostering client satisfaction will make you an invaluable member of the Sand CS team.

NICE TO HAVE:

• Experience in an educational institution
• Experience with corporate learning and development requirements

We would also like to remind you that this is a remote job, which means that you can work from anywhere in the world. However, we have a preference for a GMT to GMT +4 time zone. 

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