Hello all! It’s part 2 of the No-Code Tech Careers mini-series.

Thank you to all of you that have subscribed to our newsletter and have provided input and insights on what else you’d like to see from us! We’re happy to have you here.

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As a recap, we’ve launched our No-Code Tech Careers mini-series, where we profile incredible young people who have made pivots into various No-Code Tech Careers. The mini-series features:

• Information on the typical kinds of no-code roles that exist within Tech;
• The many ways in which people have found their way into these roles;
• Advice on how you can make your switch.

We’re continuing with Customer Advocate roles and moving over to Customer Success Consultants within a B2C context! Read on to hear more about this role and how you can get into it too!

Name: Nompilo Zondi

Role: Customer Success Consultant.

Sector: Fintech; B2C.

Company: Yoco. Yoco is a growing African Fintech company (payments provider) that enables people to thrive through open commerce payment solutions.

Tech jobs Category: Customer Advocates!

What is a Customer Success Consultant/What does a Customer Success Consultant do?

Customer Success Consultants are the primary interfaces between the company and its customers once the initial sale has been concluded. In addition, customer Success Consultants help customers resolve challenges they experience while using our products or services.

To do this effectively, we have two main areas we need to be proficient in:

1. Having a deep understanding of the company’s products, services, and policies
2. Being able to manage various customer interactions through various customer support platforms efficiently and effectively.

As customer success consultants, our role also extends towards trend spotting, collating insights on user behaviour related to our products, and informing product and feature improvements and builds!

What does a typical day in your role look like?

A typical day in my role consists of:

• A morning huddle where we discuss our focus areas for the week. We also use these sessions to unblock team level issues and get caught up on any updates/changes to products and services we might need to be aware of for engaging with customers;
• Following up on any outstanding issues that might have been escalated to other teams (such as Product, Engineering, Marketing, etc.) and ensure they have been resolved for the user;
• Engaging users via our various customer support platforms and providing dedicated support to ensure their issues are unblocked, and they can make use of our platforms; and
• Relaying key insights and trends to various teams in business that are coming out from user engagements.

What project have you worked on that you’ve enjoyed the most?

At Yoco, we take pride in building strong relationships with our merchants. The projects I’ve enjoyed the most are projects where I’ve gotten to engage directly with our users and their businesses. We do this in various ways, such as hosting small business events where we get a first-hand understanding of how our product is being used and how our products are changing their lives.

What skills, qualifications, and experience are required to get into this role?

There is no specific/standard previous experience and qualifications needed; however, knowing how to use the platforms (such as Salesforce, Zendesk, etc.) and working within a customer support role before would be helpful!

What is most important is that you are solutions-oriented and customer-centric. It’s also important to be patient and able to empathise with customers. That makes you a better advocate for customers’ needs!

What advice would you give to people trying to get started in this role?

Focus on understanding the company’s products and services and the company’s values. A great customer success consultant provides support effectively and efficiently while also living the company’s values and ensuring customers have a positive experience when engaging with the company.

It’s also vital that you learn to understand how to ask good questions! This helps you understand the root causes of issues and spot key products issues/trends more quickly.

End.