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Practice Management Support Team Leader

The purpose of the role is to provide exceptional support service to our customers for all related products. The role will oversee the support team by providing operational direction, task delegation and the overall coaching and team leadership to achieve the teams stated targets and objectives.

If you want to:

  • Develop and implement an annual team plan that guides targets, objectives and client success metrics;
  • Partner with HCM, divisional leaders and our recruitment supplier to facilitate recruitment activities in accordance with the Group recruitment policy; being the Recruitment and Selection policy;
  • Oversee the coaching, mentoring, performance management and career development of the team;
  • Lead in the execution and monitoring of the support teams’ procedures; and
  • Provide direction to the team on what to do and how to improve.
  • Enhance the client journey by designing and implementing interventions based on knowing and understanding the latest developments and strategies within the division;
  • Drive overall relationships with assigned clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction;
  • Participate in the development and implementation of client success campaigns;
  • Lead the execution of activities to ensure internal orientation in driving client success;
  • Deliver client success by collaborating with the team for input on how to increase productivity and improve client success; and
  • Identify and document observations and findings in formal reports for submission to relevant stakeholders.
  • Generate team metrics based on in-depth data analysis;
  • Leverage data analysis to identify exceptions and/or business opportunities which informs our client success strategy; and
  • Establish, communicate, and achieve targets to spur performance and to measure effectiveness.
  • Oversee complete resolutions on all reported cases for the relevant products; and
  • Partner with Product and development teams to assist with testing operations and releasing of relevant products.
  • Identify best practices or improvements by evaluating existing processes, products and procedures;
  • Provide invaluable contributions to improve the overall strategy of the support team; and
  • Lead with a mindset of continuous improvement.

And you have:

  • Post-Matric qualification. Completed BCom Accounting degree.
  • Excellent academic achievements within the specified qualification (Please note that academic. transcripts will be requested).
  • At least 3- 5 years’ experience in customer related roles.
  • Experience with CRM systems (Salesforce.com an advantage).
  • Support methodology training (ITIL, 6 Sigma) a plus.
  • Experience on Cloud applications.

And these essential skills:

  • Internal product and customer knowledge.
  • Experience with electronically licensed software.
  • Experience with data analysis and reporting.
  • Relationship Management.
  • Highly computer literate, with a keen interest in software.
  • Excellent troubleshooting and issue resolution skills.

CaseWare and the CaseWare logo, are registered trademarks of CaseWare International Inc. and are licensed for use to CaseWare Africa and Adapt IT. © 2020. All rights reserved. 

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