Siyanda Tshongweni

a) Customer Satisfaction
• Achieve proactive management of client portfolio, from a client success perspective; and
• Communicate with your key stakeholders (internal and external) that are involved in your
deliverables to manage expectations.

b) Productive Utilization
• Achieve at least 90% billable time of one’s own working hours;
• Deliver consulting work in-line with budgets;
• Execute work in an effective and productive manner; and
• Maintain effective time utilization when not engaged in client projects.

c) Delivery
• Deliver a high level of quality in all deliverables (e.g., training, testing, configuration etc);
• Lead with taking ownership of key tasks, identify their dependencies, prioritize them and see
them to completion; and
• Identify risks and issues threatening the success, of your deliverables and understand the
impact that it has on your work or project.

d) Learning and Development
• Achieve continuous self-growth in the form of learning and development (e.g., accreditations);

e) Administration
• Ensuring that all administrative tasks are completed timeous, namely timesheets, Project Sign
Off's, training registers and client communications where applicable; and
• Deliver work/activities within given timelines or managed timelines

PRIMARY RESPONSIBILITIES FOR THE ROLE
A) Case Management
• Deliver support across various channels on all licensed clients to successfully ensure resolutions to all cases.
• Manage cases in accordance with Service Level agreement, process, and procedures.
• Enable client success by directing client or product escalations to the correct channels to ensure end to end resolution; and
• Identify and cascade themes or trends relevant to our products and services to the correct channels.
• Establish, communicate, and achieve targets to spur performance and to measure effectiveness
B) Stakeholder Management
• Enable client satisfaction by making pro-active support calls.
• Develop knowledge resources to enable knowledge sharing with the team and clients.
• Achieve active engagement/participation during all knowledge sharing sessions and
• Identify and document observations and findings in formal reports for submission to relevant stakeholders.

C) Defect Management
• Manage a wide complexity range of requests and incidents
• Interact with Product and Development teams in reporting and documentation of Defects and Enhancement Requests
• participate in the delivery of solutions and Projects. This may include needs analysis, documentation, script development, testing, and installation / implementation tasks of a technical natured) Product & Service
• 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