Customer Success Manager (SAAS Solution)
Cape Town, South Africa
Operations – Supply /
Permanent, Full-Time /
Hybrid
AnyVan makes moving anything anywhere, easier, more affordable and greener for everyone. With Over 8 million customers across the UK and Europe since our launch over a decade ago, we’re proud to be known as the largest, fastest growing tech company in the logistics industry.
Like many popular marketplaces, we’re asset light – i.e., we don’t own any vehicles or employ any drivers. We work with our transport partners and use technology to disrupt the entire delivery and moving process to optimise the most efficient journeys.
Sustainability is a core part of AnyVan’s mission. We’re proud to say we’ve achieved carbon-neutral status on all our transport moves.
We have a great opportunity for an ambitious graduate with an analytical mindset and outstanding communication skills to join our supply team and work closely with our Transport Partners (TP's) to ensure they are satisfied and technically successful with a product.
You will work closely with TP's to understand their needs, provide guidance, and help them use the product to achieve their goals and support the product team to accelerate and scale the adoption of priority products and features.
Your role is essential in ensuring that our TPs are satisfied, engaged on our platform, and operate at the level of excellence required by AnyVan. You will use your account management skills, your problem-solving mindset and your analytical abilities to help them succeed and grow.
What you'll be doing:
- Work to agreed targets focusing platform and feature adoption & engagement metrics
- Leverage digital tools such as Hubspot and product retention platforms such as Chameleon to influence retention and user engagement at scale
- Drive retention and growth among our TPs through regular, meaningful conversations that build and nurture relationships and identify and resolve issues
- Provide meaningful insight to the business and the product team to improve the TP experience
- Generate reports and analyse data to produce insights for impactful decision-making to support TP retention and engagement goals
- Ensure TPs are enabled by creating training content such as mailer campaigns, videos, and platform tours
- Score and evaluate TP training outcomes to ensure they meet AnyVan’s standards and set goals and timeframes for TPs to implement solutions and improvements and then monitor success through TP performance on an ongoing basis
- Build and nurture a network of key stakeholders across AnyVan and collaborate with departments like Allocations, Recruitment & Onboarding, and TP Support, to resolve complex issues and improve the TP experience
- Review and update training materials to reflect business changes
What you'll need to succeed:
- Min of 2 years experience working in a fast paced commercial organisation in a product related or Customer success role working with SAAS based products
- Advanced Excel/Google sheets skills with the ability to produce accurate and effective insights and reporting to help drive decisions
- Comfortable using digital tools such as CRM and training platforms
- Data competency such as use of SQL or BI Tools highly beneficial
- Strong problem solving skills with an analytical approach that uses data to support and inform solutions
- The ability to develop, multiple high quality, trust-based working relationships that demonstrates we understand TP's needs and are able to support and guide them through processes to meet those needs and achieve strong results for AnyVan
- Proactive and action orientated, you demonstrate high degrees of curiosity, accountability and ownership to consistently deliver
- Proven track record working to and consistently delivering against targets
- Thrive in a fast paced environment in which you need to prioritise and re-prioritise to managing multiple relationships and tasks
- Excellent verbal and written communication skills to effectively interact with TPs and internal stakeholders
- Able to commute to our offices in the central business district in Cape Town at least 3-4 days a week
- Please note closing date for internal applications is 9am Monday 18th November
Perks of the job:
- A highly competitive salary that reflects your value
- Performance-Based Incentives: Enjoy a strong commission structure tied to your success
- Take a Break: 20 days of holiday plus public holidays and Christmas Eve on us
- Keeping you healthy: ZAR1,000 per month towards medical aid with Momentum or Discovery
- Prepare for the future: Pension Fund with 5% employee and 5% employer contributions
- Travel: We've got your evening commute covered, car park space if you drive and showers and towels if you cycle
- Keeping you refreshed: Enjoy an in-house barista and free fruit every day
- Social Scene: Thursday and Friday drinks, and regular social activities
- Celebrating Success: 1/4 performance awards with prizes and an annual performance awards - last years winner enjoyed a 4 day all expenses paid trip to the French alps!
- Skills Booster: Opportunity to join a disruptive Technology Leader and be part of a fast-growing, innovative company reshaping the industry
DE&I
In our pursuit of fostering an inclusive and diverse workplace, we invite individuals from all backgrounds to join us in our mission. Together, let's create a culture where every voice is heard, every perspective is valued, and every person is empowered to thrive.
Please note if we are able to support visa sponsorship it will be highlighted in the requirements section of the job advert.
Working Patterns
We are extremely proud of our culture and believe in the many benefits that being in the office provides - all our roles require regular time in our office in the central business district in Cape Town.
We do not offer fully remote roles but we support hybrid working wherever possible (3 days in office, 2 days from home). However, to meet the needs of our customers and business operations many of our Operational and Commercial roles are fully office based.
Our Values:
Have fun, get it done
*Work hard, play harder
*Satisfaction in results
*Do the right thing
Progress Over Perfection
*Innovate and disrupt
*Curious and adaptable
*Work quick, learn quicker
One Team Thinking Big
*Collaborate and communicate
*Celebrate wins
*Embrace challenges
