Customer Success Officer

Pelebox; Johannesburg; On-site; ZAR 350,000 - 520,000; Full time

Job summary

Pelebox is hiring a Customer Success Officer to drive end-to-end customer journeys from onboarding to adoption for public-sector sites. You will monitor utilisation, coordinate site turnarounds and lead relationships with facilities, pharmacy teams and DoH partners.

The role requires frequent site visits, strong communication and the ability to manage tickets, training and performance reviews. Based in Johannesburg, the role is office-based with frequent travel.

Qualifications

• Minimum NQF Level 6 qualification with preferred Level 7.
• Experience in customer success, client services or multi-site operations.
• Experience with public-sector health facilities and partners is advantageous.
• Strong communication, meeting facilitation and presentation skills.

Responsibilities

• Coordinate customer onboarding from handover through go-live and stabilisation.
• Maintain a documented success plan for each partner and project.
• Build relationships with facility teams, pharmacy personnel and stakeholders.
• Manage tickets, incidents and service requests with clear ownership.
• Represent Pelebox in National Department of Health engagements and reviews.
• Plan training, enablement and knowledge resources for users.

Skills

Relationship management

Communication

Meeting facilitation

Minute taking

Presentation skills

Empathy

Public-sector experience

Education

National Diploma/Advanced Diploma/Bachelor's degree

Tools

Microsoft Office

Google Workspace

CRM systems

Ticketing/Service-management tools

Job description

Customer Success Officer

(Job Reference: 2026-Q3-Customer_Success-09051)

Organisation Description:

Technovera (Pty) Ltd and Pelebox NPC form a mission-driven South African social enterprise that designs, develops, manufactures, installs and supports inclusive technologies that improve last-mile access to quality healthcare. Our PelePoint smart medicine pickup solution enables patients to collect repeat chronic medication in less than 22 seconds instead of spending hours waiting at public health facilities. More than 2.2 million chronic medicine parcels have been collected through our technology. We work with public-sector, implementation and funding partners across South Africa and the wider region, and our ISO 9001-certified quality management system covers manufacturing, installations, commissioning, maintenance, facilities and software development.

We are looking for a Customer Success Officer to help every partner and every supported facility achieve sustained value and strong utilisation of PelePoint. The role goes beyond answering queries: it owns the customer journey from implementation handover and onboarding through adoption, utilisation improvement, site turnaround, routine performance review, issue resolution, training, relationship management and continuous improvement.

The officer will build strong working relationships with every supported site, monitor utilisation and lead structured recovery of sites that are inactive or not using PelePoint effectively. They will also represent the organisation in National Department of Health engagements, coordinate commitments and ensure that issues reach the right owner and are followed through to closure.

This role is suited to a calm, organised and service-minded professional who can build trust with public-sector stakeholders, communicate clearly under pressure and combine human relationships with disciplined use of tickets, trackers, reports and service data.

Role Snapshot:

Function Customer Success, Client Support and Service Coordination

Reports to Operations Manager

Key working relationships Public-sector and implementation partners, facility teams, Help Desk, Field Support, Software Development, Product Assembly, Finance and Leadership

Employment type Full-Time | 24-month Fixed-Term Contract

Primary work base Johannesburg, Gauteng | Office-based with frequent client and site engagement

Mobility Frequent travel to supported sites and partner offices; valid driver's licence and passport required

What Success Looks Like:

• Every partner and supported site has an active relationship with the organisation, knows who to contact, receives proactive communication and experiences reliable follow-through on commitments.
• New partners and facility teams are onboarded effectively and understand the operating model, roles, escalation routes and success measures.
• Every supported site has a current utilisation view; underutilised or inactive sites have active turnaround plans and are supported until sustained use is restored.
• Tickets, actions, complaints and requests have clear owners, evidence, updates and closure confirmation.
• Customer insight is translated into practical product, process, training and service improvements.

Duties, Functions and Responsibilities:

Customer Onboarding and Success Planning:

• Coordinate customer onboarding from signed agreement or project handover through site readiness, training, go-live and stabilisation.
• Maintain a documented success plan for each partner or project, including objectives, sites, stakeholders, roles, milestones, measures and risks.
• Map key customer and facility contacts, decision-makers, escalation routes and preferred communication channels.
• Ensure customers understand the PelePoint service model, operating responsibilities, support channels, maintenance approach and information requirements.
• Coordinate internal handovers between business development, project, installation, operations, finance and support teams.
• Track onboarding prerequisites and prevent go-live where critical operational, safety, training or acceptance requirements remain incomplete.
• Support new-site stabilisation through frequent checks, rapid escalation and structured follow-up during the initial operating period.
• Maintain complete customer, site, contract and onboarding records in approved systems and controlled folders.

Relationship Management and Proactive Communication:

• Serve as a consistent day-to-day contact for allocated customers while maintaining clear escalation to the Operations Manager and Leadership Team.
• Develop constructive working relationships with partner managers, pharmacy teams, facility leadership, implementation staff and other authorised stakeholders.
• Build and maintain trusted working relationships with every supported facility, not only partner head offices, and ensure that facility-level concerns and successes are visible.
• Maintain a current stakeholder map and planned contact rhythm for each site, including facility leadership, pharmacy personnel, PelePoint operators and relevant district or partner contacts.
• Visit sites regularly enough to understand the operating reality, strengthen relationships, observe use and agree practical follow-up actions with the people responsible for day-to-day performance.
• Provide proactive updates on incidents, maintenance, projects, dependencies and commitments without waiting for customers to ask.
• Prepare agendas, packs, minutes and action trackers for customer meetings and distribute accurate records promptly.
• Maintain a customer contact rhythm appropriate to account risk, project stage and service activity.
• Manage expectations honestly and avoid committing the organisation to unapproved scope, cost or timelines.
• Identify relationship risks, dissatisfaction, changing needs or stakeholder changes early and agree an engagement plan.
• Represent the organisation professionally in person, in writing, by phone and through virtual engagements.

Service Requests, Help Desk and Resolution Coordination:

• Receive, log, classify and acknowledge customer questions, service requests, complaints and incidents through approved channels.
• Gather sufficient diagnostic and contextual information before routing work to Help Desk, Field Support, Software Development, Finance or other owners.
• Apply priority and escalation criteria consistently, particularly where patient service, site availability, safety or multiple facilities are affected.
• Maintain ticket ownership from the customer's perspective even where technical resolution sits with another team.
• Provide agreed progress updates, record actions and confirm resolution and customer acceptance before closure.
• Reopen or escape tickets where problems recur or closure evidence is incomplete.
• Analyse ageing, recurrence, response, resolution and backlog trends and bring operational risks to the weekly planning process.
• Protect patient, employee and customer information and avoid collecting personal data that is not needed for support.

PelePoint Utilisation, Site Turnaround and Customer Health:

• Review daily and weekly site performance information and coordinate appropriate action with customers and internal teams.
• Monitor agreed measures such as utilisation, collection performance, service availability, outstanding tickets, training coverage and satisfaction.
• Treat utilisation as a core customer-success measure and maintain an accurate site-level view of active use, trends, capacity, expected volumes and agreed targets.
• Identify underutilised, inactive or declining sites early and investigate the operational, staffing, workflow, training, medicine-supply, patient-allocation, connectivity, system or relationship factors contributing to low use.
• Lead documented site-turnaround plans with clear baselines, targets, actions, owners, support requirements, review dates and 30-, 60- and 90-day recovery milestones where appropriate.
• Spend focused time at low-use sites, work directly with facility teams and internal owners and remove or escalates barriers that prevent effective use of PelePoint.
• Keep turnaround sites on an active watch list until improved utilisation is sustained and formally close recovery plans only when evidence shows that the underlying barriers have been addressed.
• Maintain a simple customer-health view that identifies stable, watch-list and at-risk accounts or sites with evidence-based reasons.
• Investigate underutilisation, repeated operational gaps, incomplete data or adoption barriers with facility and internal teams.
• Develop recovery plans with actions, owners and deadlines and monitor progress until performance stabilises.
• Coordinate customer satisfaction surveys, interviews and feedback loops and ensure significant concerns are responded to.
• Prepare monthly and quarterly customer-performance reports that highlight achievements, risks, requests and next actions.
• Identify opportunities to deepen value or responsibly expand use of the solution and refer commercial decisions to authorised leadership.

National Department of Health and Strategic Stakeholder Representation:

• Serve as the organisation's primary Customer Success and operational representative in National Department of Health meetings unless another representative is specifically delegated.
• Represent the organisation professionally in national, provincial, district and programme engagements and communicate an accurate, evidence-based view of PelePoint performance, utilisation, service matters and implementation needs.
• Prepare meeting briefs, current performance information, issues, decisions required and approved organisational positions before each engagement.
• Record decisions, commitments, risks and action items arising from NDoH meetings and circulate them promptly to the responsible internal and external stakeholders.
• Coordinate follow-through on commitments made to the NDoH and elevate any item that requires leadership, contractual, technical, financial or policy approval.
• Build constructive long-term relationships with NDoH officials and relevant provincial, district, partner and facility stakeholders while respecting governance and delegated-authority boundaries.
• Identify policy, programme or stakeholder developments that may affect utilisation, scale-up, service delivery or customer relationships and brief the Leadership Team early.

Training, Enablement and Knowledge Resources:

• Plan and facilitate user onboarding, refresher and remedial training for facility, partner and internal users.
• Use approved training materials, attendance registers, competency checks and feedback tools and maintain reliable training records.
• Adapt communication to different users while preserving the approved process and key control requirements.
• Develop and maintain FAQs, support guides, escalation maps, short videos, checklists and other customer-facing knowledge resources.
• Identify training gaps from service data, observation and customer feedback and coordinate targeted interventions.
• Support new internal team members to understand customer context, service standards and communication routines.
• Collect training feedback and verify whether users can apply the required process after training.
• Keep materials aligned with current product, software, operating and quality requirements through controlled review.

Project, Visit and Operational Coordination:

• Coordinate customer-facing activities such as site assessments, installations, commissioning, maintenance, surveys, demonstrations and partner visits.
• Confirm dates, contacts, access, readiness, travel, documentation and customer responsibilities before deployment.
• Prepare visit packs and ensure completed job cards, photographs, sign-offs, ratings and reports are received and filed.
• Support scheduling and reconciliation of field activities with the Operations Manager and Project & Operations Coordinator.
• Track customer dependencies, approvals, purchase orders, acceptance documents and outstanding information.
• Provide on-site customer coordination where required, while leaving technical decisions to appropriately competent team members.
• Support incident and service communication during critical outages or project changes.
• Ensure customer commitments arising from visits are captured, assigned and closed.

Customer Insight, Reporting and Improvement:

• Maintain accurate CRM, account, stakeholder, site, meeting, action and service records in approved tools.
• Combine customer feedback and service data to identify recurring pain points, unmet needs and improvement opportunities.
• Prepare concise insight summaries for Operations, Product, Software, Learning & Impact and Leadership teams.
• Contribute customer evidence to product requirements, SOP revisions, training improvements and project retrospectives.
• Track whether agreed customer improvements were implemented and whether they resolved the underlying issue.
• Support client reports, funder reports, proposals and case studies with verified service and relationship information.
• Maintain confidentiality and ensure customer information is shared only with authorised people for legitimate purposes.
• Prepare daily and weekly work plans and communicate progress, risks and dependencies proactively.

General Responsibilities:

• Participate actively in team, operational, project, reflection and performance meetings.
• Support recruitment, onboarding and mentoring of new customer-support or operations team members.
• Follow all organisational policies, quality procedures, site requirements and delegated authority controls.
• Assist colleagues during peak service periods and project mobilisation while keeping own commitments controlled.
• Undertake other duties reasonably consistent with the role's grade, competence and organisational needs.

Experience & Qualification:

• National Diploma, Advanced Diploma or Bachelor's degree in Customer Experience, Business Administration, Public Health, Communications, Operations, Project Management or a related field [Minimum NQF Level 6 | Preferred NQF Level 7].
• At least four years' experience in customer success, client services, account coordination, help desk, healthcare programmes, technology support or multi-site service operations.
• Demonstrated experience owning customer actions and coordinating resolution across several internal teams.
• Experience working with public-sector health facilities, NGOs, implementation partners or enterprise customers is strongly advantageous.
• Strong written and verbal communication, meeting facilitation, minute taking and professional presentation skills.
• Ability to read service data, maintain trackers and turn trends into practical customer actions.
• Proficient with Microsoft Office and Google Workspace; experience with CRM, ticketing or service-management tools is advantageous.
• Excellent relationship management, empathy, composure and judgement when handling dissatisfaction or competing priorities.
• South African multilingual communication capability is strongly advantageous.
• Valid South African driver's licence with at least two years' active driving experience and confidence driving to sites.
• Valid passport by the start date and willingness to undertake frequent national and occasional regional travel.
• Legal right to work in South Africa and ability to complete role-relevant verification and reference checks.

Working Conditions and Mobility:

• The role is customer-facing and requires reliable availability during agreed service and project periods.
• Travel may involve early starts, long driving days, public-health facilities and overnight stays.
• The officer must manage emotionally charged complaints or service incidents calmly while maintaining accurate records and escalation.
• Occasional additional hours may be required for go-lives, incidents, customer meetings or critical deadlines, with working time managed under organisational policy.

Questions and Enquiries:

For application support, contact [e-mail] .

Closing Date:

Applications will be reviewed on a rolling basis. Early applications that meet the role requirements have the strongest likelihood of being shortlisted and interviewed. The advert may be closed once a suitable candidate has been selected.

Hiring Policy:

We are committed to employment equity, diversity and inclusion. Appointments take account of our employment equity goals, the inherent requirements of the role and demonstrated capability. We encourage women, young professionals and people with disabilities to apply, and will consider reasonable accommodation throughout the recruitment process.

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