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Customer Success Manager for Quicket | Hybrid CT

Job Description

Did you know? Quicket provides Africa’s leading ticketing, streaming, and fundraising technology platform. With millions of users across the continent, we drive growth in the business, entertainment, cultural, and social sectors, creating jobs and boosting incomes, for individuals and businesses alike. But we don’t stop there. We believe in equal access and diversity, and strive to make experiences accessible and enjoyable for all. Let’s make a difference together!

Insight into the Quicket culture:

We are a dynamic group of individuals who value altruism, curiosity, pioneering, respect, and team spirit. We put our customer’s needs first. We get things done right, done quick(et)ly, and in a fun, friendly, and honest way. There is no time for egos, we do what we can to help our clients and each other. 

We are looking for:

An experienced Customer Success Manager to lead our excellence-driven CS team at Quicket. Our ideal candidate is motivated by delivering top-notch customer experiences and values customer satisfaction. This individual will play a key role in steering customer success initiatives, fostering a culture of excellence, and managing tech-oriented teams. The perfect fit constantly seeks improvements for both their team and the systems they use, understands the importance of building relationships, and excels in staying agile in our fast-paced and ever-evolving business environment.

Requirements

Responsibilities for this role are:

  • Lead, develop & take ownership of our Customer Success Team.
  • Implement and track KPIs: Oversee the development and monitoring of key performance indicators, providing regular reports on Customer Success metrics to senior management.
  • Analyse customer feedback and behaviour data to identify trends and areas for improvement in the customer journey.
  • Drive the success of event organisers by overseeing the efforts of our Organiser Success Team within the broader CS team.
  • Work closely with our Customer Success Supervisor.
  • Creative problem-solving: Act as a solutions architect, thinking creatively and laterally to address client challenges and escalations with informed and custom solutions.
  • Conduct regular training sessions with the team.
  • Conduct regular feedback sessions with the team on their performance.
  • Assist with onboarding and training new members of the CS team.

The ideal person for this role has:

  • Experience and Education
  • 3+ years of experience in a similar role, and a proven track record in successful Customer Success Management.
  • Experience in the events industry or directly managing events is beneficial
  • Bachelor’s degree in Business, Management, or a related field is advantageous
  • Background in customer research, analytics, and performance management is advantageous
  • Skills and Traits 
  • Proven leadership skills with a solutions-oriented, can-do attitude of autonomy
  • Client-centric mindset with the ability to gain product knowledge proficiency quickly
  • Team management
  • Strong prioritisation and time management skills
  • Takes initiative and finds ways to improve our offering
  • Ability to manage multiple tasks simultaneously
  • Keen attention to detail to ensure the perfect delivery of services
  • Strong computer skills, including using a CRM and standard productivity tools

Benefits

In addition to being a part of a lively community, here are a few more Quicketeer benefits:

  • Competitive pay
  • Hybrid working (only Fridays in-office)
  • Free Friday lunch
  • High-quality gear at probation milestones
  • Day off on your birthday
  • Yearly workaversary gift
  • Access to mission-aligned upskilling and courses
  • Great coffee and good vibes!
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