🥇 Customer Success Manager (Technical)
Johannesburg - Growth (Full Time) - Start-date: 01 June 2022 or earlier
🏢 About Tripplo
At Tripplo, our vision is to create the new standard for African road freight logistics by reinventing the way cargo moves. Headquartered in Johannesburg, our award winning road-freight logistics platform facilitates the safe & efficient movement of cargo between cargo customers & transporters across the African region. The platform also automates & optimises operations for transporters to significantly improve their efficiency & profitability whilst moving them away from manual operations.
In 2021, Fast Company awarded us South Africa’s Most Innovative Company in SouthAfrica alongside being named AfricArena’s Best Johannesburg Start-up in 2020.
💭 The Role
Tripplo is looking for a technical Customer Success Manager (CSM) to join the Growth team. The CSM will prioritise the needs & goals to guide blue-chip & key customers through the sales process into the support phase mainly in the SaaS white-labelled marketplace& sometimes the public marketplace.
The candidate will be responsible to conduct technical pre-sales demos & product showcasing aligned to key-account customer needs along side the business development & sales teams. The CSM will also be responsible to drive adoption of the platform by technically onboard, train, manage & support the users of the Tripplo platform. The CSM will work cross functionally with the growth, business &product-engineering teams to ensure that the Tripplo platform is used successfully & sustainably.
🤝 Responsibilities
- Retaining customers by enhancing Tripplo platform usage by key customers.
- Share & present the Tripplo platform value proposition to potential & existing customers.
- Working with transporters to electronically get their rates, bids & getting them to request available loads on the Tripplo system.
- Matching customer needs with the platform capabilities technologically.
- Onboarding new customers, whilst providing end-to-end education & training for all customer or their affiliates’ users.
- Create & release training videos, documentation, and tutorials of the platform.
- Ensuring customers are using the Tripplo platform daily to achieve their strategic objectives.
- Build strong relationships with the Tripplo customers at various levels, become a key point of contact for the customers.
- Customer retention & ensuring that the platform is valuable for customers in order to increase the customer lifetime value.
- Representing customers internally to the business, growth & technology teams to provide quality feedback that will be used to improve the platform & its features.
- Handling the first line of customer feedback & support, to channel to the right internal team.
- Introduce new products & features to customers & ensuring that the customers are well trained.
- Collaborate with the development, business & growth teams to improve the overall customer experience.
🎓 Key Requirements
- A degree in a relevant field.
- Minimum of 5 years in technical customer support or technical consultant with software products.
- Customer-first thinking.
- Technologically proficient with some experience working in logistics an advantage.
- Deep knowledge of the SaaS models & ability to immerse into the Tripplo platform.
- Experience in similar customer-centric technical role delivering solutions in a consultative role.
- Relationship management at all organisational levels.
- Strong problem skills with ability to break down complex problems into manageable components & create value-creating solutions.
- Good communication skills (written, verbal & interpersonal) with ability to discuss technical subjects with technical & non-technical audiences.
- Strong listening ability.
- Training, teaching & mentoring skills
- Good project & time management.
- Selling skills an advantage.
- Proficiency with CRM software e.g. Hubspot.
- Strong teamwork & cross collaboration capabilities.
🙌 Benefits
- Working in an exciting start-up environment that is scaling into a global company, with your involvement at the forefront of that global scaling efforts.
- Ability to create a business function to your satisfaction with high autonomy.
- You will get exposed to a fantastic investor network & blue-chip partner operations that Tripplo has partnered with.
- Abilityto grow with South Africa as well into other geographies.
😎 Our Culture
- We foster a fun & interpersonal environment, in our high-pressure environment
- We value & support each other as a team to ensure each team member realises their full potential & ultimately deliver quality as a team for all of our stakeholders
- We welcome a diverse range of opinions, partners & doers in the journey.
- We ensure that feedback flows consistently & we continuously improve ourselves in all we do
- We have a strong bias towards action
- We collaborate with teams from different parts of the world, different cultures, different time zones & different exposures which exposes you to different ways of working
- We give a high level of independence for you to foster & grow as an individual
- We are also incorporating new ways of working that are enhanced by technology
🪜 The Process
- Submit yourCV, cover letter & other relevant application documentation to victor@tripplo.co
- If you fit the criteria, you will take part in a 30-minute telephonic interview,
- If successful, you will be invited to our offices fora 1-hour in-person interview,
- If successful, you will be invited to a 2-hour case study,
- If successful, Tripplo will conduct reference & background checks,
- If successful, you will receive a formal offer letter,
- If all parties are happy, we will onboard you onto the team.
If you have not heard back from us within 14 days, please consider your application unsuccessful.
