Our client in the ICT Sector is seeking to recruit a Customer Success Consultant to provide local client success, support, training and implementation services to the Mauritius market. This local presence is intended to support the expanding success of its clients.

Responsibilities:

Key Support for the Market:

• Ensure that the client base is proactively managed, from a client success perspective.
• Ensure adherence to Caseware Africa Support and client success processes.
• Escalate any unresolved client issues to the main Helpdesk timeously and efficiently.
• Provide telephonic client success support to users experiencing problems using the software, or inquiring how to use specific features.

Implementation and Technical partnership with Caseware Africa:

• Assist in testing new software and templates distributed in the market.
• Partake in knowledge sharing, and the creation of regular Frequently Asked Questions presentations, and proactively inform Support in South Africa of product and client trends in the region.
• Assist clients with making entity specific changes to the software.
• Ensure adherence to Caseware Africa consulting processes when providing implementation services.

Learning and Development:

• Ensure training and development is completed according to the outcomes and timelines in the communicated training plan.
• Ensure self-growth in the form of accreditations.
• Constantly strive to improve and ensure participation in a winning team.
• Become a market influencer and thought leader on the adoption of technology for financial statement preparation, audits and cloud practice management.

Self and Team Management:

• Take ownership of key tasks identify their dependencies, prioritise them and see them to completion.
• Consistently show the ability to identify risks and issues threatening the success, of your deliverables and understand the impact that it has on your work or project, ensure you think about possible mitigations before raising to the Team Lead.
• To consistently keep your team lead or team members updated on the progress of your deliverables.
• Deliver work/activities within given timelines or managed timelines.
• Ensuring that all administrative tasks are completed timeously, namely timesheets, Project Sign Off's, training registers and client communications where applicable.

Profile:

• Completed degree in Auditing and/or Accounting.
• Accounting or Auditing knowledge.
• Highly computer literate.
• Caseware knowledge is an advantage.
• Ability to engage with stakeholders (internal/external) at a high level.
• Report writing.
• Excel / text data manipulation.

Skills:

• Technically inclined.
• Ability to meet deadlines and handle pressure.
• Interpersonal, and customer relations skills.
• Ability to take initiative.
• Organized and systematic.
• Attention to detail.
• Client focused.
• Collaborative team player.
• Problem identifying and problem-solving skills.