Client Experience Manager

home based, south africa


The Client Experience Manager will design and implement processes for each step of the SmartWage client lifecycle, with the primary goal of developing these processes for scale. You will build relationships with our key clients, understand their needs and develop a world-class onboarding experience for them. You’ll ensure that once they take the decision to partner with SmartWage, their path to learning and using our platform is seamless, and they benefit from the value of our product as soon as possible. You’ll work with our growth, product and operations teams to combine the latest technology and the friendliest human interactions to create a scalable customer experience for our customers: both employers and employees. This role will appeal to you if you are:
  • A systems thinker who is never satisfied with the status quo.
  • An excellent communicator and relationship builder who is comfortable managing multiple tasks at a time.
  • A meticulous planner who can coordinate internal resources and third parties for the flawless execution of a project.
  • Someone who wants to be hands-on in a fast-moving startup.
  • Someone who is obsessed with achieving stretch goals.

What you are going to do

  • Research, design and implement a best-practice onboarding experience
  • Collect and analyse client feedback in order to improve customer experience
  • Design all onboarding touch points which may include automated emails, surveys, instructional videos, human interventions and resource packs
  • Troubleshoot client issues and implement scalable solutions to these problems
  • Work with sales and operations to ensure that clients receive efficient and personalised service, using the latest technologies
  • Experiment, measure, implement solutions and repeat to continuously reduce time to value for customers

Why you should join us

  • We’re on a mission to drive digital inclusion across workplaces in Africa and disrupt traditional payday lending (our current offering is 10x cheaper than all other payday loan solutions on the market).
  • In our first 2 years, we created a responsible and frictionless wage access product saving our customers almost 100% of the average loan size in fees.
  • We’ve reached product market fit and we’re building a new HR and Communications product to engage deskless workers and provide equal access to critical HR services.
  • Currently, we operate nationally, with plans to scale across Africa to serve 10 million people by 2026.
  • We were oversubscribed for our recent fundraise in 2021 which gives us a significant runway to scale our team and deploy a broader range of products.
  • You’ll have the opportunity to use your expertise to shape the future of our product and drive our strategy to directly impact our success.
  • What we’re doing has never been done before. As a team, we’ll work to solve hard problems and take ownership for what needs to be delivered. This will give you unprecedented growth and learning.

Our commitment to you

  • We’re a focused and ambitious team that have chosen the startup life over corporate careers
  • We’re optimistic and energetic, so we like to have fun but we push hard
  • We are unfailingly transparent, and we value giving and receiving feedback from one another, our clients and users
  • People matter and we have a high degree of integrity
  • We make data-informed decisions and we move fast
  • We support flexibility and ensure that our people can work whenever and wherever (in SA) they perform at their best. Building relationships and collaboration is important to us so we do have awesome new offices in Cape Town and Johannesburg, for those who prefer being together in an office.
  • Competitive pay, benefits, your choice of home office tech and 22 days of annual leave
Take some time to read through our careers page to find out more about what we're doing and what it's like to work with us. Requirements Required Experience:
  • Three to five years’ experience in client facing role at a company that has scaled (client experience management, account management or sales)
  • Extensive experience in process development and improvement
  • Experience with onboarding businesses
  • Experience in project management or project execution
  • Experience in analysing and interpreting client feedback to make data-driven decisions
  • Experience in fostering relationships with clients from all positions of a company
Advantageous Experience:
  • Experience in mass customer rollouts
  • Experience in building scalable media training programmes
  • Experience at a SaaS company that has scaled
Benefits

Why you should join us:

  • We’re on a mission to drive digital inclusion across workplaces in Africa and disrupt the traditional HR and Communications sector
  • In our first 2 years, we created a responsible and frictionless wage access product saving our customers almost 100% of the average loan size in fees.
  • We are now building a HR and Communications product to engage deskless workers and provide equal access to critical HR services.
  • Currently, we operate nationally, with plans to scale across Africa to serve 10 million people by 2026.
  • We were oversubscribed for our recent fundraise in 2021 which gives us a significant runway to scale our team and deploy a broader range of products.
  • You’ll have the opportunity to use your expertise to shape the future of our product and drive our strategy to directly impact our success.
  • What we’re doing has never been done before. As a team, we’ll work to solve hard problems and take ownership for what needs to be delivered. This will give you unprecedented growth and learning.
  • We have built our system in Django (Python), with a ReactJS (Javascript) to service administrators internally and our customers, with a custom chatbot architecture (Python). Our architecture is constantly evolving and we’re always eager to introduce new technologies.

Our commitment to you:

  • We’re a focused and ambitious team that have chosen the startup life over corporate careers
  • We’re optimistic and energetic, so we like to have fun but we push hard
  • We are unfailingly transparent, and we value giving and receiving feedback from one another, our clients and users
  • People matter and we have a high degree of integrity
  • We make data-informed decisions and we move fast
  • We support flexibility and ensure that our people can work whenever and wherever (in SA) they perform at their best. Building relationships and collaboration is important to us so we do have awesome new offices in Cape Town and Johannesburg, for those who prefer being together in an office.
  • Competitive pay, benefits, your choice of home office tech and 22 days of annual leave.
  • An opportunity to own equity
To find out more about what we're doing and what it's like to work with us take some time to read through our careers page.




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