Customer Delivery Officer
Posted 2025-08-23
Remote, USA
Full Time
Immediate Start
<p><strong>About Mezzanine</strong></p>
<p>Mezzanine builds and delivers enterprise-grade digital solutions for public- and private enterprise customers across Africa. Founded in 2012, Mezzanine established itself as a thought-leader in a number of verticals - agricultural, financial inclusion, health and utilities (water & energy). Mezzanine is a home-grown African company delivering value to the people of Africa, and a subsidiary of the Vodacom Group.</p>
<p>As we expand to more segments and markets we need adaptable team players with a ‘can do’ attitude who can help drive growth and deliver customer success. </p>
<p><strong>About the role</strong></p>
<p>We are seeking an experienced <strong>Customer Delivery Officer</strong> to coordinate and conduct product training to our clients, partners and end-users. The Customer Delivery Officer will engage with clients to facilitate solution adoption and facilitate system usability improvements by communicating user feedback. This role will be part of Mezzanine’s multi-functional team to support our commitment to excellence and results-driven culture. This position reports to the Chief Delivery Officer.</p><p>Client Engagement:</p><ul><li>Support the sales team by attending client interactions where necessary.</li><li>Identify stakeholders in order to request their details before deployment in conjunction with product managers.</li><li>Gain training buy-in from key client stakeholders before, during, and after training.</li><li>Obtain client comprehension at all levels of the hierarchy of each solution’s key components.</li><li>Identify the potential challenges to solution adoption within the client business and address where possible/escalate where necessary.</li><li>Report monthly product utilisation statistics to management.</li></ul><p>Service Provider Coordination:</p><ul><li>Identify and onboard service providers as per defined criteria.</li><li>Review coverage and close gaps identified.</li><li>Conduct regular service provider meetings.</li><li>Train Service Providers on products and ensure competency</li></ul><p>Operation & Solution Deployment:</p><ul><li>Provide support and enforcement of the set project delivery process and documentation.</li><li>Perform solution deployments and configurations based on the client's use cases.</li><li>Document the deployment success matrix.</li><li>Create a solution utilization plan for each client to be implemented.</li></ul><p>Training and Coordination:</p><ul><li>Coordinate all product training between, outsourced partner and the product team for all deployments, locally and EA.</li><li>Oversee the implementation of the training strategy with the outsourced partner.</li><li>Maintain and update the Mavenlink training tasks.</li><li>Design and update training material and content with support from Marketing, Designers, and Product Managers.<ul><li>Training material to be digitally accessible and in line with best practice, for manuals, videos etc.</li></ul></li><li>Design & maintain the training strategy and plan per product based on budgets in conjunction with project team</li><li>Review training material after every deployment and update accordingly. </li><li>Ensure the material is signed off by the client before training arrangements are made.</li><li>Work with Clients to ensure: <ul><li>Key preparations for training (including devices) are in place.</li><li>Key stakeholders are present at the training</li><li>Training satisfaction (via surveys) is conducted.</li><li>Sign off on training events on a “per trained user” basis.</li></ul></li><li>Conduct and/or coordinate training as per the project plan. </li><li>Gather feedback from training facilitators to report on training effectiveness and improve training over time.</li><li>Ensure training surveys are sent out post-training and evaluated for client needs and reported to</li></ul><p>Improve System usability:</p><p></p><ul><li>Record and report feedback from end and enterprise users within the client’s business on the application functionality and workflow.</li><li>Work with product /Program managers to improve the application based on the feedback from the field to ensure applications are optimally suited for the use case. </li></ul>
<ul><li>Identify, communicate, and track utilisation barriers in the relevant forums.</li></ul><p>General:</p><ul><li>Adhere to the Information Security Management System policies and procedures as per ISO 27001 and Mezzanine's Information Security Management System (ISMS)</li><li>Work with the support team to resolve escalated queries</li></ul><p></p><p>Skills required:</p><p></p><ul><li>Attention to detail</li><li>Numerical abilities & basic data analysis</li><li>Proficiency in Microsoft package, </li><li>Microsoft Excel at intermediate to advanced level</li><li>Excellent communication at all levels</li><li>Stakeholder Management</li></ul><p>Qualification required (minimum): </p><p></p><ul><li>Post Matric qualification in Business Management. Administration, teaching or related field (Certificate/Diploma/Degree)</li><li>Post Matric Agricultural Qualification</li></ul><p>Experience required (minimum):</p><p></p><ul><li>6 months - 1 experience in the agricultural sector </li><li>6 months - 1 year data capturing</li><li>Previous training or teaching experience</li></ul><p></p><p></p><p></p>
<p>Mezzanine builds and delivers enterprise-grade digital solutions for public- and private enterprise customers across Africa. Founded in 2012, Mezzanine established itself as a thought-leader in a number of verticals - agricultural, financial inclusion, health and utilities (water & energy). Mezzanine is a home-grown African company delivering value to the people of Africa, and a subsidiary of the Vodacom Group.</p>
<p>As we expand to more segments and markets we need adaptable team players with a ‘can do’ attitude who can help drive growth and deliver customer success. </p>
<p><strong>About the role</strong></p>
<p>We are seeking an experienced <strong>Customer Delivery Officer</strong> to coordinate and conduct product training to our clients, partners and end-users. The Customer Delivery Officer will engage with clients to facilitate solution adoption and facilitate system usability improvements by communicating user feedback. This role will be part of Mezzanine’s multi-functional team to support our commitment to excellence and results-driven culture. This position reports to the Chief Delivery Officer.</p><p>Client Engagement:</p><ul><li>Support the sales team by attending client interactions where necessary.</li><li>Identify stakeholders in order to request their details before deployment in conjunction with product managers.</li><li>Gain training buy-in from key client stakeholders before, during, and after training.</li><li>Obtain client comprehension at all levels of the hierarchy of each solution’s key components.</li><li>Identify the potential challenges to solution adoption within the client business and address where possible/escalate where necessary.</li><li>Report monthly product utilisation statistics to management.</li></ul><p>Service Provider Coordination:</p><ul><li>Identify and onboard service providers as per defined criteria.</li><li>Review coverage and close gaps identified.</li><li>Conduct regular service provider meetings.</li><li>Train Service Providers on products and ensure competency</li></ul><p>Operation & Solution Deployment:</p><ul><li>Provide support and enforcement of the set project delivery process and documentation.</li><li>Perform solution deployments and configurations based on the client's use cases.</li><li>Document the deployment success matrix.</li><li>Create a solution utilization plan for each client to be implemented.</li></ul><p>Training and Coordination:</p><ul><li>Coordinate all product training between, outsourced partner and the product team for all deployments, locally and EA.</li><li>Oversee the implementation of the training strategy with the outsourced partner.</li><li>Maintain and update the Mavenlink training tasks.</li><li>Design and update training material and content with support from Marketing, Designers, and Product Managers.<ul><li>Training material to be digitally accessible and in line with best practice, for manuals, videos etc.</li></ul></li><li>Design & maintain the training strategy and plan per product based on budgets in conjunction with project team</li><li>Review training material after every deployment and update accordingly. </li><li>Ensure the material is signed off by the client before training arrangements are made.</li><li>Work with Clients to ensure: <ul><li>Key preparations for training (including devices) are in place.</li><li>Key stakeholders are present at the training</li><li>Training satisfaction (via surveys) is conducted.</li><li>Sign off on training events on a “per trained user” basis.</li></ul></li><li>Conduct and/or coordinate training as per the project plan. </li><li>Gather feedback from training facilitators to report on training effectiveness and improve training over time.</li><li>Ensure training surveys are sent out post-training and evaluated for client needs and reported to</li></ul><p>Improve System usability:</p><p></p><ul><li>Record and report feedback from end and enterprise users within the client’s business on the application functionality and workflow.</li><li>Work with product /Program managers to improve the application based on the feedback from the field to ensure applications are optimally suited for the use case. </li></ul>
<ul><li>Identify, communicate, and track utilisation barriers in the relevant forums.</li></ul><p>General:</p><ul><li>Adhere to the Information Security Management System policies and procedures as per ISO 27001 and Mezzanine's Information Security Management System (ISMS)</li><li>Work with the support team to resolve escalated queries</li></ul><p></p><p>Skills required:</p><p></p><ul><li>Attention to detail</li><li>Numerical abilities & basic data analysis</li><li>Proficiency in Microsoft package, </li><li>Microsoft Excel at intermediate to advanced level</li><li>Excellent communication at all levels</li><li>Stakeholder Management</li></ul><p>Qualification required (minimum): </p><p></p><ul><li>Post Matric qualification in Business Management. Administration, teaching or related field (Certificate/Diploma/Degree)</li><li>Post Matric Agricultural Qualification</li></ul><p>Experience required (minimum):</p><p></p><ul><li>6 months - 1 experience in the agricultural sector </li><li>6 months - 1 year data capturing</li><li>Previous training or teaching experience</li></ul><p></p><p></p><p></p>