Customer Delivery Officer
Location: Midrand, Gauteng (Western Cape candidates considered; relocation at own cost)
Reporting to: Chief Delivery Officer
About Mezzanine
Mezzanine builds and delivers enterprise-grade digital solutions for public and private sector clients across Africa. Founded in 2012, we are a home-grown African company and a subsidiary of the Vodacom Group.
We are recognised as a thought leader in key sectors including agriculture, financial inclusion, health, and utilities (water & energy). As we expand into new markets and segments, we are looking for adaptable, results-driven team players with a strong “can-do” attitude to help drive growth and customer success.
About the Role
We are seeking an experienced Customer Delivery Officer to coordinate and deliver product training to clients, partners, and end-users. The role focuses on solution adoption, system usability improvement, and stakeholder engagement across multiple deployments.
You will work within a multi-functional team, collaborating closely with Product, Sales, Support, and external partners to ensure successful solution delivery and ongoing customer satisfaction.
Key Responsibilities
Client Engagement
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Support the sales team during client engagements when required
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Identify and engage key client stakeholders prior to deployment
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Secure stakeholder buy-in for training initiatives before, during, and after delivery
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Ensure client understanding of solution components across all organisational levels
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Identify adoption risks and challenges, addressing or escalating as necessary
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Compile and report monthly product utilisation statistics
Service Provider Coordination
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Identify, onboard, and manage service providers according to defined criteria
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Review service coverage and address identified gaps
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Facilitate regular service provider meetings
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Train service providers on products and ensure ongoing competency
Operations & Solution Deployment
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Support and enforce project delivery processes and documentation standards
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Perform solution deployments and configurations aligned to client use cases
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Document deployment success metrics
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Develop and implement client-specific solution utilisation plans
Training & Coordination
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Coordinate all product training across internal teams and outsourced partners (locally and in East Africa)
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Oversee implementation of the training strategy
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Maintain and update training tasks in Mavenlink
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Design, update, and improve training materials in collaboration with Marketing, Designers, and Product Managers
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Ensure training content is digitally accessible and aligned with best practices (manuals, videos, guides)
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Develop and manage training strategies and plans per product within budget
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Ensure training materials are client-approved prior to training delivery
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Confirm training readiness (devices, stakeholders, logistics)
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Conduct or coordinate training sessions per project plans
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Collect, analyse, and report training feedback and satisfaction surveys
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Track training effectiveness and continuously improve delivery
System Usability Improvement
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Capture and report feedback from end-users and enterprise users
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Collaborate with Product and Program Managers to improve application functionality and workflows
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Identify, communicate, and track system utilisation barriers
General Responsibilities
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Adhere to ISO 27001 and Mezzanine’s Information Security Management System (ISMS) policies
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Work with the support team to resolve escalated client issues
Skills & Competencies
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Strong attention to detail
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Numerical ability and basic data analysis skills
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Proficiency in Microsoft Office, with intermediate to advanced Excel skills
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Excellent written and verbal communication
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Strong stakeholder management capabilities
Minimum Qualifications
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Post-matric qualification in Business Management, Administration, Teaching, or a related field (Certificate, Diploma, or Degree)
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Post-matric Agricultural qualification
Experience Requirements
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Minimum 3 years’ experience in customer support and/or solution adoption
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At least 1 year’s experience in the agricultural sector (preferred)
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2 years’ experience in data capturing
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Previous training or teaching experience is advantageous
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