Customer Success Manager at Alpha Mead Facilities & Management Services (AMFacilities)

• Manage the day-to-day running of the Customer Experience Centre for business development, leading the key strategic pillars of Telemarketing, Help Desk Management and Customer Lifetime Value (CLV). 
• Co-ordinate the activities of the unit, optimize the investment in technology and drive adoption and acceleration.
• Manage the business automation processes of the unit
• Improve customer service experience, engage customers and facilitate organic growth
• Manage the Telemarketing Programme of the company efficiently and effectively.
• Manage and setting up (if required) processes and systems to manage customers’ requests and feedback to increase satisfaction.  
• Lead and develop customer relationship programmes, systems, initiatives, etc to increase and improve Customer Lifetime Value. 
• Develop customer orientation programmes that will entrench the “We Care…” essence of the company in employees and stakeholders. 
• Managing the process of Customer Satisfaction and Engagement for the company and advising the company on planned programmes of improvement and remedy.
• Keep accurate records and document customer service actions and discussions
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets

Qualifications

• A first degree in a relevant field 

• Minimum of 4 years of experience as a Customer Experience Manager 

• Understanding and proficiency in business automation processes

• Proficiency in use of CRM/Request Management Software for sale and request management. 

• Understanding of trends, and developments in Customer Relations and ability to train and grow a team. 

• Excellent verbal & phone communication skills, with active listening 

• Excellent relationship management skills and highly developed emotional intelligence 

• Experience working in or interfacing with sales and marketing functions is highly desired. 

Additional Information

• Strong leadership skills
• Proficient in MS Office
• Attention to details