Client Success Specialist: Operations

SUMMARY:
Our client in Stellenbosch is seeking a detail-oriented and self-driven Client Success Specialist to join the Operations team. The primary purpose of this role is to ensure the seamless implementation and ongoing support of our products for clients across multiple commodities and regions. As a Client Success Specialist, you will play a pivotal role in ensuring operational excellence, fostering strong client relationships, and providing valuable feedback for continuous product improvements. You will be key in aligning client requirements with product capabilities,
troubleshooting operational challenges, and supporting our clients to maximise the use of our
solutions.

POSITION INFO:
Requirements:
Bachelor’s degree in business, operations, logistics, or a related field preferred.
2 - 3 years’ experience in a logistics provider, perishable commodity agent/retailer, or commercial farming company in an operational, logistics, or client support role.
Experience in managing client/supplier relationships with a focus on operations.
Experience in analysing and improving operational processes or logistics workflows.
Driver’s licence (role includes travel).

Knowledge and Skills:
Experience in the fresh produce industry, with a focus on operations, logistics, or client
support.
Strong communication, problem-solving, and organisational skills.
Proven ability to work independently, taking initiative in operational challenges.
Proficiency in using CRM systems and operational tools.
Intermediate to advanced data analysis skills, with a focus on operational efficiency.
Willingness to work outside standard office hours to meet business needs.
Strong verbal and written communication skills in English and Afrikaans.

Main Duties:
Client Onboarding and Support
Onboarding: Guide new clients through the product implementation process, ensuring
smooth integration and operational readiness. Provide ongoing training and support to
help clients maximise the value of our solutions.
Support: Act as the primary point of contact for clients, addressing technical and
operational inquiries related to the platform. Collaborate with internal teams to resolve
issues efficiently.
Client Engagement: Proactively monitor client usage and engagement with our
products, providing support to ensure they fully utilise the platform’s features.

Operational Efficiency and Client Feedback
Operational Process Improvement: Collaborate with clients to analyse their
operational processes and suggest ways to improve efficiencies using our platform.
Identify opportunities for automating tasks and reducing manual workloads.
Client Feedback Loop: Gather and communicate feedback from clients to internal
teams, particularly product and engineering, to enhance platform features and resolve
any operational bottlenecks.
Custom Solutions: Work with internal teams to tailor solutions to specific client needs,
ensuring that our offerings meet operational requirements and business objectives.

Relationship Management and Client Retention
Building Trust: Establish strong, long-lasting relationships with clients by ensuring open
and consistent communication. Address client concerns with a focus on operational
support and process enhancement.
Client Retention: Develop and implement strategies to maintain high levels of client
satisfaction and retention, ensuring clients feel supported and valued.
Proactive Engagement: Identify ways to improve client engagement, including
training, product updates, and regular check-ins to ensure their operational needs are
being met.

Product Knowledge and Expertise
Product Understanding: Maintain a deep understanding of our platform’s operational
capabilities and features, with a focus on how it supports client workflows.
Operational Excellence: Leverage product expertise to guide clients through best
practices, operational tips, and ways to streamline their processes using our solutions.

Collaboration and Internal Support
Cross-Department Collaboration: Work closely with product, engineering, and
customer service teams to ensure that client feedback and operational challenges are
addressed swiftly and effectively.
Process Documentation: Create and maintain documentation on operational workflows
and best practices for both internal and client use.

Please send your cv, qualifications, references, salary expectation and photo to: