29 Jan '20
Manager: Client Support (SaaS)

Information Technology, Gauteng Gauteng

Market related -

RANDBURG Leading software company with a strong focus on employee engagement and wellbeing has an opportunity available for an accomplished Software (SaaS) Team Manager / Supervisor, who is experienced with leading and managing a team full time within a SaaS environment (2+ years) with solid experience managing an environment that uses a ticketing system (2+ years). 

Must have client-facing experience.

Must have Project Management experience.

CX (Customer Experience) background - highly beneficial. 

Company has budget allocated for personal growth, studies and mentorship to ensure ongoing personal growth and exposure to the latest technologies and methodologies. 


The role:

  • Reports to Head of Client Experience (CX)
  • Effectively managing and leading the Client Support team
  • Coaching and mentoring the Client Support team
  • Ensuring that the Client Support team develops meaningful Client relationships and partnerships
  • Ensuring a great Software product: providing support on functionality (not IT support)
  • Ensuring that the Client Support team consistently delivers projects (for the software product) in line with client expectations
  • Ensuring the creation and feeling of consistency of delivery with clients
  • Training and support of clients’ product needs
  • Gathering information related to incidents or issues related to the product, then determining the root cause of the problem and devising solutions to resolve the user’s/client’s issue(s)
  • Effectively manage the flow of incoming product support requests
  • Design, implement and monitor client support processes, templates and tools
  • Ticket management
  • Responsible for setting up / configuring, adjusting, operating and testing the product using the product on behalf of/in conjunction with clients. This position will work closely with the Professional Services team to consult on design elements and will also work closely with the Client Success Team and the Project Management team to ensure that client projects are completed on time and to the highest quality standards.


Requirements (to apply):

  • Relevant University Degree (essential)
  • Client Experience professional certification (beneficial)
  • Any other relevant software qualification/s (beneficial)
  • 2+ years leadership (managerial/supervisory) experience - managing a client user support team (essential)
  • 2+ years’ experience using and managing/ensuring that others use a ticketing system (essential) 
  • Client-facing interactions in various capacities, such as during project set up and support (essential)
  • Strong computer literacy, specifically Microsoft Word, Excel and PowerPoint (essential) 
  • Experience in setting-up / configuring surveys and /or using survey software / survey platform (advantageous)
  • Excellent numeric capability and analytical skills (advantageous)
  • A solid understanding of and experience in project management principles (essential)
  • Experience in the field of Customer Experience (CX) (advantageous)
  • Proven ability to deliver in a high-pressure environment (essential)



Benefits / on Offer:


  • Market related salary on offer
  • Opportunity to work with new / latest technologies and on-going education and improvement
  • Study assistance
  • Join a team with a high performing culture and stunning incentives and opportunities to ensure employee engagement
  • Competetive salary on offer
  • Generous leave days
  • A fun (but professional) environment with a young team of like-minded "tech geeks"




If you would like to apply please submit your application online (click on apply) - we DO NOT monitor email applications as this does not go into our vacancies database and consultants cannot access your information or provide feedback.




Ad Visible Until: 28 February 2020
Ref: JHB001137/TS

Vacancy Type: Permanent