Customer Success Lead & Trainer

Job Summary

Title: Customer Success Lead & Trainer

Business Unit: Commercial Unit

Line Manager: Business Manager: Commercial Unit

Direct Reports: n/a

Job Level: 2 - Individual Contributor

Location: Remote in Gauteng

Start date: 3 August or sooner

Type: Full-Time

Contract Term: Permanent

Salary: R23 500.00 per month total CTC

Top 3 Competencies required:

● Business Acumen

● Initiative

● Communication

About Siyavula

Siyavula EdTech Enterprises is a revenue-generating business unit, wholly owned by the Siyavula Foundation, driving the commercial growth of one of Africa's most innovative EdTech platforms. We build and scale sustainable markets for Siyavula's world-class Mathematics and Physical Sciences assessment tools, partnering with schools, universities, and tutoring organisations across South Africa.

We are a high-impact team of educators, scientists, and technologists, united by a bold mission: to champion a love of maths and science by creating rich integrated learning experiences for people everywhere through the use of science and technology. By building scalable, data-driven learning solutions, we’re unlocking the continent’s untapped human capital and creating pathways to sustainable economic growth. This is where social impact and market opportunity converge.

Our values as a company speak to how we plan to accomplish our mission and the related goals: We want to make a difference that positively impacts millions of lives. For real success this must be done with the utmost integrity and will be extremely hard work, requiring us to be tenacious and entrepreneurial. We embrace this challenge with enthusiasm and openness, accepting our own agency in constantly learning and working in collaboration with stakeholders, both internal and external.

About the product and commercial unit

Siyavula has developed a world-class online Mathematics and Physical Sciences learning tool for high school teachers and students. It is available at www.siyavula.com to high school students, parents and teachers across Africa.

The commercial unit forms Siyavula EdTech Enterprises, which focuses on selling Siyavula’s subscription assessment services to schools, universities and tutoring organisations across South Africa with the aim of supporting the impact that the Foundation effects.

About the role

As a Customer Success Lead & Trainer you will have to be dedicated to making a difference in Maths and Science education in South Africa with the goal of positively impacting education more generally at a large scale through technology. You will play an essential role in ensuring that our clients are set up for success by planning and executing the onboarding, training and engagement initiatives.

To be successful in this role, you should:

• have a passion for education and technology;
• be a self-motivated, all-rounder with an entrepreneurial spirit;
• be a problem-solver at heart;
• have the a strong ability and willingness to learn; and
• Love engaging and talking to people in person, via telephone and over video meetings.

The successful candidate must be tech-savvy, demonstrate an ability to conduct effective training, demonstrate constructive problem solving, and have a proactive approach to their work.

Roles & Responsibilities

Key areas of responsibility include but are not limited to:

Client Onboarding and Training

• Become an expert at demonstrating Siyavula’s value through its practice service and dashboards.
• Evaluate and improve tutorials and other communication infrastructure and training resources.
• Contribute to the development and documenting of processes for onboarding, training and engagement for all clients.
• Directly support and coach a portfolio of clients (schools and other organisations) through virtual, on-site and in-person engagements to meet goals for teacher / learner registration and engagement.
• Train and support teachers to access their dashboards and incorporate Siyavula Practice into their formal teaching plans.
• Train and support teachers to use the Siyavula reports in their own reporting about and analysis of learner performance.
• Provide excellent support and demonstrate a strong desire to help teachers engage with the product.
• Be responsible for troubleshooting user and technical issues.

Customer Success

• Serve as the voice of the customer and collect feedback to drive continuous improvement in client service and escalating product development related requests.
• Track accounts through weekly activity reports to identify churn risk and work proactively to eliminate that risk.
• Assess and understand our users’ experience in order to assist them in using Siyavula products with the resources at hand.
• Ensure a portfolio of customers renew their relationship with the company in order to meet retention targets.
• Report back to the Business Manager on the client relationships, client status, insights, and lessons learned as well as progress towards goals.
• Report to Business Manager about Customer Success quarterly objectives and timelines; and tracking the progress of tasks weekly.

Skills and Attributes Required

• Bachelor's degree in Education, Communications, Business, or a related field - NQF 7. (Proficiency in Maths and Science at high school level is beneficial but not required)
• 2 - 4 years of teaching, facilitation or training experience.
• Excellent knowledge of Google Suite and Customer Engagement tools (CRM)
• Tech-savvy and ability to troubleshoot technology products.
• Strong client focus.
• Strong work ethic and ability to work efficiently and effectively with minimal supervision.
• Excellent organisational and planning skills.
• Able to effectively communicate in conversation and in writing.
• Able to present with confidence to audiences of all sizes.
• Strong attention to detail, reasoning and critical-thinking skills.
• Able to maintain and nurture customer relationships.
• Passionate about improving education and the use of technology.
• Willingness to embrace transparency and openness as a general operating procedure.
• Willingness to travel locally or regionally when the need arises.
• Valid driver’s license (min 1 year) and vehicle (non-negotiable)
• Proficiency in Monday.com would be advantageous.

To apply: https://wkf.ms/4eGcyYU

If you are hands-on, driven, love a challenge and have a passion for education in Africa with the required skills, send us your application by clicking on this link:

All applications will be screened and we will request that shortlisted candidates complete an assignment to help guide our decision-making for the interview stage.

Siyavula EdTech Enterprises is an equal opportunity employer and does not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, gender identity and expression, national origin, age, marital status, disability, veteran status, genetic information or any other basis protected by applicable discrimination laws.

Background and reference checks will be conducted for successful candidates. Siyavula incorporates ethics as part of annual performance appraisals.

Applicants must declare prior issues of sexual or other misconduct, termination of past employment, criminal records, and concerns registered with government authorities regarding contact with children, and must consent to the disclosure of any such information by their former employers during verification of references.

We reserve the right to not fill the position. Failure to meet the minimum requirements of the advertised position will result in disqualification from consideration. Only short-listed candidates will be contacted.

Pay: R23 500,00 per month

Work Location: Hybrid remote in Johannesburg, Gauteng