Customer Solution Specialist

at  Skynamo

WHAT YOU CAN EXPECT FROM SKYNAMO

• Competitive salary, guaranteed 13th cheque and benefits package
• Being part of a team that has a strategic, measurable and direct impact on Skynamo’s success across the globe
• A challenging and fun working environment that prioritises learning and development as well as action
• A culture founded on autonomy, mutual respect, humility and kindness. (And fun)
• A comfortable office in Johannesburg and Stellenbosch that offers an in-house barista, daily lunches, and Team Fortress gaming with colleagues

Primary task is value creation for the customer.

• Increase customer usage of Skynamo.
• Increase awareness of Skynamo’s full functionality.
• Find a way to say ‘yes’ to most customer requests.
• Consulting with customers – looking beyond the request to the ultimate ‘why’ and advising the customer on best ways forward with Skynamo, or inside their ERP.
• Influence product development.
• Finding product development opportunities that exist inside the customer’s technical and operational system.
• Reduce support tickets over time by supporting product to address recurring support issues.
• Reduce maintenance burden of solutions by ensuring well configured solutions that meet customer needs.
• Identifying ways to improve Skynamo products, services, or processes to increase customer satisfaction and value.
• Working closely with the sales team , providing pre-sales support and customer insights.
• Mentoring and coaching junior and intermediate customer success specialists.
• Experimentation and learning mindset – a commitment to curiosity and open-mindedness, embracing failure as a valuable learning opportunity, and continuously seeking improvement

CONTEXT OF THE ROLE

The Customer Solution Specialist (CSS) role reports to the Head of Customer Experience inside the product function. This reporting line represents the belief that, ultimately, customer experience lives inside the product. As an extension of the product team, the CSS is a critical link between the customer and the product.
This role is entirely focused on making sure Skynamo is valuable to the customer. The key metric we measure is customer usage, with the CSS continually engaging with our customers to look for additional ways that Skynamo can add value in their business.
You will be responsible for the onboarding of new customers and the continued development of existing customers, including solution design and implementation management.
As part of a team, this role is tasked with both identifying opportunities for Skynamo to capitalise on (proactive product development) as well as solve product-based root cause problems that cause transactional friction for our customers (reactive product development).
Each CSS takes care of support for their assigned customers. In addition, they will work as a team to provide frontline support on a rotational basis, including afterhours (emergency) support. It is expected that support work will account for approximately 20% of the role.
An additional element of the role will be pre-sales support, as needed by the sales team.
Our CSS team works under broad direction, where our value of self-direction is emphasised not only in the work done (which is often self-initiated) but also in team formation and the development of the CSS function within the business.
You can expect to primarily have a standard 9-hour day. However, we have customers all around the world and we need to ensure that they can be supported when needed.
This is primarily an in-office role with an expectation of in-office during core-working hours of 9am-3pm each day with reasonable flexibility depending on circumstance. There will be the requirement for occasional travel and time away from home.

OUTCOMES – WHAT YOU ARE EXPECTED TO ACHIEVE IN THE ROLE

Primary task is value creation for the customer.

• Increase customer usage of Skynamo.
• Increase awareness of Skynamo’s full functionality.
• Find a way to say ‘yes’ to most customer requests.
• Consulting with customers – looking beyond the request to the ultimate ‘why’ and advising the customer on best ways forward with Skynamo, or inside their ERP.
• Influence product development.
• Finding product development opportunities that exist inside the customer’s technical and operational system.
• Reduce support tickets over time by supporting product to address recurring support issues.
• Reduce maintenance burden of solutions by ensuring well configured solutions that meet customer needs.
• Identifying ways to improve Skynamo products, services, or processes to increase customer satisfaction and value.
• Working closely with the sales team , providing pre-sales support and customer insights.
• Mentoring and coaching junior and intermediate customer success specialists.
• Experimentation and learning mindset – a commitment to curiosity and open-mindedness, embracing failure as a valuable learning opportunity, and continuously seeking improvement.

Competencies (knowledge, attributes and skills)
-
- Experience with accounting, ERP, WMS, or CRM software (Sage Evolution, Acumatica, Syspro or similar), data analytics tools, and proficiency in Microsoft Office Suite.
- Minimum of 3-5 years of experience in the following or similar, customer facing rolls preferably in the software/SaaS industry with a focus on solution design, implementation and customer retention:
- Business Analyst
- Customer Success Manager
- Sales Engineer/Pre-Sales Consultants
- Technical Support Engineer
- Bachelor’s degree in business administration, Industrial Engineering, Information Technology, Computer Science, or a related field.
- Business acumen: understanding the client’s business problem and context
- Responsive to customer needs and requirements
- Problem solving mindset
- Ability to analyse trends and find patterns
- Mentoring and coaching
- Active listening
- Excellent interpersonal skills
- Excellent written and verbal communication
- High accountability
- Highly organised
- Team orientation
- Proactive
- Learning mindset
- Resourceful
- Humility
- Empathy
- Comfortable with ambiguity