Senior CX & Growth Leader – Cloud Communications

DataFin Recruitment; United Kingdom; Sur place; GBP 41 000 - 69 000; Plein temps

Résumé du poste

DataFin Recruitment is seeking a Customer Experience Leader for South Africa's cloud communications sector (DBN/JHB). You will own the end-to-end account management lifecycle for mid-market and enterprise clients, focusing on retention, growth and lifetime value through UCaaS, CCaaS and AI-powered digital agents.

In this role you will drive account plans, manage renewal cycles, identify up-sell opportunities, collaborate with pre‑sales, product and professional services, and maintain high

Qualifications

• Matric essential; tertiary qualification beneficial.
• 5+ years in customer service, account management or solution-based B2B sales within mid-market and enterprise environments.
• 5+ years’ experience within telecommunications or cloud communications essential.
• Demonstrated experience managing or expanding client accounts utilising Digital Agents, UCaaS, CCaaS, SaaS and/or cloud networks.

Responsabilités

• Retain and grow allocated accounts while consistently meeting defined account management targets.
• Develop and execute comprehensive Account Plans for all assigned accounts, ensuring disciplined adherence to calling cycles and identified touchpoints.
• Proactively engage customers to assess satisfaction, identify churn risks and act as the ‘voice of the customer,’ while addressing queries and supporting timely resolution of general and complex technical or operational issues.
• Work collaboratively with cross-functional stakeholders across the business to maximize a positive customer experience and steer teams toward common solutions.

Connaissances

Customer service

Account management

B2B sales

CRM software

Digital CX

Formation

Matric

Tertiary qualification beneficial

Outils

CRM software

Description du poste

DataFin Recruitment is seeking a Customer Experience Leader for South Africa's cloud communications sector (DBN/JHB). You will own the end-to-end account management lifecycle for mid-market and enterprise clients, focusing on retention, growth and lifetime value through UCaaS, CCaaS and AI-powered digital agents.

In this role you will drive account plans, manage renewal cycles, identify up-sell opportunities, collaborate with pre‑sales, product and professional services, and maintain high