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Thulisa Peter

Customer Success Advocate, Client Process Mapping Leader, Client Experience Developer.

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Intro
Cape Town, South Africa
Studied Management and communication at False Bay College
Joined June 28, 2021

Skills

Languages

English
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Fluent
Afrikaans
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Basic
Xhosa
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Native or Bilingual
Zulu
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Native or Bilingual
Experience
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Practice ignition
Jun 2020 – Mar 2021
Remote
Customer Success Manager
Client, management, care, onboarding, educating and consulting. Handling B2B development through product and industry knowledge, maintaining relationships with clients and building client trust in business. Account management offering support and Client profile development. The Customer Success Manager is responsible for helping Practice Ignition's customers attain success in their business through their use of Practice Ignition. ● Working closely with customers in their first 90 days to ensure they are satisfied with the services, and reach a level of user activity that ensures they remain engaged with the product. ● Provide technical support, customization, best practices, and consultation in onboarding and implementation. ● Providing first 90 day implementation assistance to all customers, including up to all of the following: ● Conduct and control Introduction to Practice Ignition and introduction Success Manager Introduction calls ● Client and business one on one training sessions ● Delivery of training session recording and necessary support documentation ● Monthly check-in & advisory calls ● Support assistance ● Workflow implementation session ● On-site training ● Working to help customers meet key milestones towards the adoption of Practice Ignition within the first 90 days, including ● Working with the Head of Customer Success and other CSMs to continue to iterate & improve CSM processes and to aid one another’s development ● Monitor helpdesk and assist the support team to help keep our support metrics positive. ● Assist in building out playbooks ● Assist in the production of CSM content (blog posts, best practice support articles,videos) ● Proficiency with various Computer Software Systems, Such as; Zapier, Slack, Zoom, Loom, ClientSuccess, Google Work, Atlassian, Intercom ● Ensuring ROI for client base.
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Vantage Debt Management
Jan 2019 – Jun 2020
Cape Town | Remote
Client Success Manager
The key responsibility is to manage all client relationships through account management, prevent churn, asset clients with achieving their finical goals and advocate for the efficiency of the business through client building and consulting. Maintaining the client engagement process o Support client completion of onboarding process o Closely monitor adoption rates of assigned Accounts, providing insight to Customers. Feed this back to the Sales and Marketing Teams o Work with customers to design their Customer Experience programs aligned with their financial situation and financial capability whilst ensuring tailored to our Customers’ business objectives and strategy so that the Debt counselling process provides continued value to the Customer and drives long-term account satisfaction and growth. o Work with the Sales Teams to facilitate a seamless Customer on-boarding process, ensuring a smooth introduction for the Customer from the outset o Create and contribute to ‘Thought Leadership’ content and proactively seek opportunities to educate across the business on industry knowledge and customer best practice. o Anticipate Customers’ requirements and possible challenges, ensuring customer success. o Identify potential issues within the Accounts and work with the wider business to take timely and effective action to resolve them o Motivate and work towards reinstatements for terminated client accounts o Adapt sales responsibilities and functionalities to increase financial growth revenue with current books o Driving customer success and aligning within complex customer environments at executive and department levels. o Understand customer requirements, develop and guide their thinking to identify financial measures of success o Maintain customer engagement process. o Ability to work in a fast-paced, entrepreneurial, results-oriented culture. o Manage court order o Manage Power of Attorney documentation for legal communication with credit providers. o FICA
Education
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False Bay College
Feb 2020 – Jun 2021
Public Administration , Management and communication
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