About the role

The Customer Solution Specialist (CSS) role reports to the Head of Customer Experience inside the product function. This reporting line represents the belief that, ultimately, customer experience lives inside the product. As an extension of the product team, the CSS is a critical link between the customer and the product.

This role is entirely focused on making sure Skynamo is valuable to the customer. The key metric we want to measure is customer usage, with the CSS continually engaging with our customers to look for additional ways that Skynamo can add value in their business.

Each CSS takes care of support for their assigned customers. In addition, the CSS team works together to provide frontline support on a rotational basis, including afterhours (emergency) support and occasional weekend support.

It is expected that support work will account for approximately 66% of the role initially but decreasing to approximately 40% as you gain experience with our software and its application in diverse business contexts and begin taking on new projects including helping new customers and existing customers with solution design, implementation management and technical support.

This role is for you if you’re looking for an opportunity to use your customer service skills to develop technical and business skills in an environment that encourages learning through doing and self-direction.

Context of the role

Our CSS team works under broad direction, where our value of self-direction is emphasised not only in the work done (which is often self-initiated) but also in team formation and the development of the CSS function within the business.

As part of a team, this role is tasked with both identifying opportunities for Skynamo to capitalise on as well as solve product-based root cause problems that cause transactional friction for our customers (proactive product development and reactive product development).

This is primarily an in-office role with an expectation of being in-office during core-working hours of 9am-3pm each day with reasonable flexibility depending on circumstance. There will be the requirement for occasional travel and time away from home.

Outcomes – what you are expected to achieve in the role

The primary task is value creation for the customer. To do this your role includes providing frontline customer support which provides opportunities to:

- Increase customer adoption and usage of Skynamo.

• Increase awareness of what Skynamo can do.
• Find a way to apply Skynamo’s functionality to meet most customer requests.

- Consult with customers to better understand their needs

- Influence product development.

• Identifying recurring support issues.

- Reduce maintenance burden of solutions by ensuring well configured solutions that meet customer needs.

- Working closely with the sales team providing pre-sales support and customer insights

Competencies (knowledge, attributes and skills)

• Bachelor's degree in business administration, Industrial Engineering, Information Technology, Computer Science, or a related field.

• Experience working with customers directly (e.g. hospitality, sales, or service industry experience).

• An aptitude for technical and or software problem solving.

• Ability to grasp how customers use Skynamo in their day-to-day business and how it impacts their efficiency, sales, and decision-making.

• Responsive to customer needs and requirements - ability to quickly understand, prioritise, and address customer concerns or requests, ensuring a positive experience and effective problem resolution.

• Excellent interpersonal skills - ability to build strong relationships, communicate effectively, and collaborate with others in a way that fosters trust, respect, and positive interactions.

• Excellent written and verbal communication - ability to clearly and effectively convey ideas, instructions, and information both in writing and speech, ensuring clarity, professionalism, and engagement.

• High accountability - taking full ownership of responsibilities, commitments, and outcomes, ensuring that tasks are completed efficiently and that mistakes are acknowledged and corrected.

• Team orientation - a collaborative mindset that prioritises working effectively with colleagues, supporting team goals, and contributing to a positive and productive work environment.

• Leaning mindset - a continuous drive to seek knowledge, develop new skills, and improve through feedback and experiences, embracing challenges as opportunities for growth.

• Humility - a self-aware and open attitude that values the perspectives and contributions of others, acknowledges mistakes, and remains willing to learn and improve.

• Empathy - ability to understand and share the feelings, perspectives, and experiences of others, leading to more compassionate interactions and better problem-solving.

• Adaptive problem-solving mindset – ability to creatively tackle challenges and navigate uncertainty with confidence.

• Cognitive flexibility – capable of adjusting to new information, learning rapidly, and applying insights in different contexts.

• Growth mindset & continuous learning – willing to develop new skills, experiment with approaches, and continuously improve.

• Resilience & perseverance – ability to handle setbacks, manage competing priorities, and maintain composure under pressure.

• Innovation & initiative – proactively seeks better ways to support customers, streamline processes, and contribute to product development.

What you can expect from Skynamo

• Competitive salary and benefits package

• 20 days leave in first 2 years and then 25 days thereafter

• Being part of a team that has a measurable and direct impact on Skynamo’s success across the globe

• A challenging and fun working environment that prioritizes learning and development as well as action

• Exciting offices that offer in-house barista, daily lunches, and an active social calendar with co-workers

• Pizza Fridays… yup, everyone gets a pizza, every Friday!

More about Skynamo

Established in Stellenbosch, South Africa in 2012, Skynamo is an all-in-one leading field sales CRM and Ordering app for manufacturers and distributors who focus on replenishment sales. It expanded its operations into the UK in 2018 and the US in 2020.

Skynamo is utilized by close to 10,000 users at approximately 1,000 companies across a wide range of industries in Southern Africa, Australasia, the UK, Europe, and the US. Skynamo integrates with a wide range of ERP and accounting software to improve order accuracy and fulfilment.

To get to more about our culture and our people please check out: https://www.instagram.com/skynamohq/ and https://www.linkedin.com/company/skynamo/

Skynamo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, gender expression, age, or disabled status.