Client Success Manager

SUMMARY:
The ideal candidate will be responsible for engaging with clients through multiple communication channels, ensuring a seamless and positive experience throughout every stage of their journey. This role demands strong communication abilities, a proactive approach, and a balance between providing excellent service and identifying growth opportunities

Candidate should have extensive experience managing reviews across multiple digital platforms, such as Facebook, Hello Peter, and others, should be capable of monitoring and analyzing reviews using data metrics, conducting questionnaire surveys, and performing follow-ups with individuals who have not yet responded.”

POSITION INFO:
QUALIFICATION AND EXPERIENCE
2–3 years of experience in customer service, client engagement, or relationship management.
Excellent verbal and written communication skills.
Comfortable managing online client interactions across multiple communication tools and platforms.
Demonstrated ability to establish rapport and maintain positive client relationships.
A background in sales or meeting performance targets is advantageous.
Familiarity with CRM software and digital communication tools

CORE COMPENTENCIES
High standards of customer service
Strong interpersonal and communication skills
Proficiency in using digital communication platforms
Process-oriented approach to managing client workflows
Commercial awareness and sales sensitivity
Analytical thinking and reporting capability
Empathy and effective problem-solving
Professional conduct and ethical standards
Fluency in both English and Afrikaans is beneficial

Key Responsibilities
Communicate with clients across various platforms to build strong, lasting relationships and enhance their overall experience.
Carry out timely and structured follow-ups with clients at different stages to promote satisfaction and encourage retention.
Collect and assess client feedback through regular check-ins to pinpoint areas for improvement and growth.
Work closely with internal departments to resolve any client issues swiftly and professionally.
Monitor engagement data and generate reports to support internal decision-making.
Identify opportunities for up-selling, cross-selling, or obtaining referrals to drive client loyalty.
Stay in touch with clients even after service completion to maintain satisfaction and encourage future engagement.
Contribute to marketing and communication strategies using insights gathered through client interactions