Sand Tech Holdings Limited is hiring a
Remote Client Success Associate
\nABOUT US\n\nAfrica 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 Africaโs youth and solve the worldโs shortage of technology talent. \n\nOur 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.\n\nWe have two brands represented in our ecosystem:\n\n\n* 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.\n\n* 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). \n\n\n\n\nWith 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.\n\nWe do hard things!\n\n \n\nABOUT THE CUSTOMER EXPERIENCE TEAM\n\nOur 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.\n\n \n\nABOUT THE ROLE\n\nAt 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.\n\n \n\nKEY RESPONSIBILITIES\n\n\n* Client Relationship Management: Build and maintain robust relationships with clients at various levels, understanding their unique needs and objectives to facilitate informed decision-making.\n\n* Communication Excellence: Regularly update clients on learner progress, program effectiveness, and satisfaction levels, ensuring transparent and effective communication channels.\n\n* Risk Mitigation: Proactively identify potential issues and address them promptly, keeping clients informed and preventing escalation.\n\n* Support with Empathy: Efficiently manage client inquiries and resolve issues swiftly, aiming to exceed client expectations.\n\n* Seamless Onboarding: Facilitate smooth transitions for new client cohorts, collaborating across departments to set clear expectations and provide comprehensive support.\n\n* Cross-Functional Collaboration: Work closely with sales, delivery, and finance teams to create a cohesive ecosystem that enhances client success.\n\n* Customer-Centric Culture: Foster a team environment that prioritizes empathy, responsiveness, and excellence in customer service.\n\n* Alignment with Client Goals: Ensure that delivery teams' efforts are in direct alignment with client OKRs, enhancing ROI.\n\n* Process Improvement: Maintain a comprehensive understanding of the client support process, identify improvement areas, and streamline operations.\n\n* 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. \n\n\n\n\n \n\nADDITIONAL RESPONSIBILITIES:\n\n\n* Data-Driven Reporting: Guarantee the accuracy and completeness of reports related to training outcomes.\n\n* Feedback Analysis: Utilize NPS and other feedback mechanisms to derive insights for continuous improvement.\n\n* Sales Collaboration: Work closely with the sales team to ensure a seamless onboarding experience and support future renewals.\n\n* Performance Reviews: Lead weekly meetings to discuss learner performance and make necessary adjustments to the learning journey.\n\n* Account Health Check-Ins: Conduct monthly review meetings to assess service delivery quality and client satisfaction.\n\n* Regulatory Compliance: Collaborate with the SETA department to ensure compliance with relevant regulations and understand verification processes.\n\n* Learner Retention: Develop strategies in partnership with clients and admissions to minimize learner withdrawals and improve retention rates.\n\n* Project Completion: Coordinate with the delivery team for the successful closure of projects and provide comprehensive close-out reports to clients\n\n\n\n\n \n\nSKILLS & QUALIFICATIONS\n\n\n* Bachelor's degree or higher\n\n* 5+ years in a sales or client success / service role \n\n* Exceptional communication and interpersonal skills.\n\n* Strong organizational and time-management abilities.\n\n* Proficient in technology and software, including virtual meeting platforms.\n\n* Ability to thrive in both collaborative and autonomous settings.\n\n\n\n\n \n\nABOUT YOU\n\nYou 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.\n\n \n\nNICE TO HAVE:\n\n\n* Experience in an educational institution\n\n* Experience with corporate learning and development requirements\n\n\n\n\nWe 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. \n\n#Salary and compensation\n
No salary data published by company so we estimated salary based on similar jobs related to Finance, Cloud and Sales jobs that are similar:\n\n
$45,000 — $90,000/year\n
\n\n#Benefits\n
๐ฐ 401(k)\n\n๐ Distributed team\n\nโฐ Async\n\n๐ค Vision insurance\n\n๐ฆท Dental insurance\n\n๐ Medical insurance\n\n๐ Unlimited vacation\n\n๐ Paid time off\n\n๐ 4 day workweek\n\n๐ฐ 401k matching\n\n๐ Company retreats\n\n๐ฌ Coworking budget\n\n๐ Learning budget\n\n๐ช Free gym membership\n\n๐ง Mental wellness budget\n\n๐ฅ Home office budget\n\n๐ฅง Pay in crypto\n\n๐ฅธ Pseudonymous\n\n๐ฐ Profit sharing\n\n๐ฐ Equity compensation\n\nโฌ๏ธ No whiteboard interview\n\n๐ No monitoring system\n\n๐ซ No politics at work\n\n๐
We hire old (and young)\n\n
\n\n#Location\nJohannesburg, Gauteng, South Africa
Apply for this job
๐ Please reference you found the job on Remote OK, this helps us get more companies to post here, thanks!
When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.