Customer Success Manager

Start Date: ASAP

Location: From our GVI office in Westlake, Cape Town, or remotely

Type of role: Full time, permanent

Remuneration: R35,000 - R60,000 per month, subject to experience

About GVI

Looking to find a real purpose in your career again? At GVI, our teams bring a range of specialised skills together for a common goal: supporting a more sustainable future.

GVI is an international multi-award-winning social enterprise. We offer conservation and community development programs in 13 countries, all aligned to the United Nations Sustainable Development Goals, and led by our teams and experts from the communities we operate in.

Working at GVI is fast-paced and fun. We value passion, authenticity and innovation, and we treat our stakeholders with compassion and respect.

About the role

The goal of the Customer Success Manager is to own the full support lifecycle at GVI, leading our support teams as they prepare GVI participants for their trip. This means ensuring the GVI service experience delivered to GVI participants from the point at which the participant’s booking is taken, to after their return home, is consistent, and exceptional. The Customer Success Manager at GVI is a natural people-person, with a customer centric mindset, who is always looking to deliver a better customer experience than before.

Role and responsibilities

• Design, document and communicate the GVI service experience which will be delivered to GVI participants from the point at which the participant’s booking is taken to after their return home.
• Develop robust, scaleable processes to deliver the GVI service experience, with particular focus on failsafes and failovers.
• Recruit, train and motivate a team to deliver on the GVI service experience.
• Own the flow of information between the Support team and the Sales and Operational functions of GVI, to ensure full alignment and effective expectation management.
• Manage service failures, both in terms of the effect on the Participant, as well as cause and effect analysis and implementation of preventative measures.
• Maximise the collection of cash from Participants.
• Minimise the cancellation of bookings by Participants.
• Report on Support success to the wider organisation and management.

About you

If you are detail-oriented, people-focused, purpose-driven, and you have a great sense of humour,  we want to meet you. As an organisation, we know that welcoming a broad range of people with unique identities makes us a more powerful workforce and we are committed to evolving our diversity, equity and inclusion practice.

Professional skills and experience

• Experience managing a team in the customer service industry

• Experience working with international clients

• Exceptional written and spoken English

• Unwavering commitment to the best customer service

• Good humour under stress

• Ability to deal with multiple competing demands

• International travel experience (advantageous but not required)

Benefits

We’re not interested in empty perks like having a coffee culture. We do have coffee – if you join our central team in Cape Town, you could find yourself roped into coffee and snack challenges if you visit the office, but you could just as easily be taking your morning coffee at Roots cafe, high in the mountains of northern Thailand if you work on a base. Here’s what our global team enjoys:

• Social fund
• Training fund
• Half days on the first Friday of each quarter
• Collaborative, flexible culture
• Transparency – hear directly from the CEO consistently
• We laugh a lot, genuinely care about and support each other, and do the occasional dress-up

You can find out more about the type of work GVI does and who we are as an organisation here. In line with this role, you can also learn more about the types of roles GVI recruits for across the globe on our careers portal at https://gvi.bamboohr.com/jobs/.

To apply

Please send your CV and a cover letter stating why you feel you would be the very best candidate for this position at GVI.

*Please also be aware that due to the large volume of applications, we are unfortunately unable to reply to every applicant. If you do not hear from us within three to four weeks, please consider that on this occasion your application was unsuccessful.