Anine Swanepoel
@anineswanepoel
Customer Success Manager at Kerridge Commercial Systems, improving service levels and customer satisfaction while driving renewals and upsell.
South AfricaWhat I'm looking for
At Kerridge Commercial Systems, now rebranded as klipboard, I led ERP service for 250,000 users. I improved service-level achievement, increased first-contact resolution to 83%, and reduced aged tickets to zero.
I also led the global 24/7 service desk implementation and used AI to optimize the support structure, saving £1.3 million. Customer satisfaction increased by 30%, and upsell grew by 30% through prescriptive selling and customer guidance.
At Massmart Holdings Ltd, I led a 99-person L1/L2 support team and centralized IT support across multiple banners. I guided ITIL service delivery implementation for 20,000 associates, raised maturity from 0 to 2, and delivered savings of over R50 million through support centralization and process standardization.
Earlier, at UCS Solutions, I led an SAP PMR implementation for five departments with a team of 10 specialists. I’m seeking a Customer Success Manager position at LaunchDarkly, where I can apply my service delivery and customer success experience to support software release velocity and stability and improve customer experiences.
Experience
Work history, roles, and key accomplishments
Led ERP service for 250,000 users, improving SLO from <45% to 70%, FCR from 32% to 83%, and cutting aged tickets to 0. Achieved £1.3M in cost savings and increased customer satisfaction by 30%.
Enterprise Architect, Service Delivery and Operations
Massmart Holdings Ltd
Jul 2016 - May 2024 (7 years 10 months)
Guided ITIL service delivery implementation supporting 20,000 associates, raising maturity from 0 to 2 within one year. Centralized end-user, desktop, and store support, delivering savings over R50m.
SAP Service Manager
UCS Solutions
Sep 2011 - Feb 2015 (3 years 5 months)
Led SAP PMR implementation for 5 departments by managing a team of 10 specialists. Oversaw ChaRM and build processes around the new way of working.
Education
Degrees, certifications, and relevant coursework
Wits University
CIO Fundamentals, CIO Fundamentals
2022 - 2022
Completed CIO Fundamentals at Wits University in 2022, achieving NQF7 level.
Towerstone
Leadership, Leadership
2019 - 2019
Completed Leadership training at Towerstone in 2019.
University of Stellenbosch
NQF6 Business Management, Business Management
2013 - 2013
Completed NQF6 Business Management at the University of Stellenbosch in 2013.
Damelin
Project Management Diploma, Project Management
Completed a Project Management Diploma at Damelin.
GIBS
Mini MBA, Business Administration
Completed a Mini MBA at GIBS.
Bastion Hoerskool
Senior Certificate / Matric, General
Completed Senior Certificate / Matric at Bastion Hoerskool.
Tech stack
Software and tools used professionally
Availability
Location
South AfricaAuthorized to work in
Salary expectations
Social media
Job categories
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