Customer Success Manager

SUMMARY:
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POSITION INFO:

Customer Success Manager

Our client requires the service of a Customer Success Manager, who will work closely with clients to understand their unique needs, provide tailored solutions, and drive maximum value for them from the organisation’s products and services.

Location: Randburg

Job type: Permanent On-site

Duties and Responsibilities

• Lead the onboarding process for new clients
• Conduct training sessions and provide comprehensive documentation to ensure clients are well-equipped to utilize solutions effectively.
• Build and maintain strong, long-lasting, influential relationships with key stakeholders at client organizations.
• Serve as a key account manager for clients and ensure that all their needs and expectations are exceeded.
• Act as the primary point of contact for clients, addressing their queries, concerns, and feedback in a timely and professional manner.
• Conduct regular check-ins with clients to review performance, gather feedback, and identify opportunities for improvement.
• Plan and implement relevant initiatives aimed at increasing customer value on a regular basis.
• Work closely enough with current clients to be able to proactively identify new business opportunities.
• Collaborate with the product and engineering teams to communicate client needs and feedback, contributing to product enhancements and new feature development.
• Proactively identify and address potential issues that may impact client satisfaction and success.
• Work closely with the support team to resolve client issues promptly and effectively, ensuring minimal disruption to their operations.
• Escalate critical issues to senior management when necessary, providing detailed reports and action plans.
• Track and report on key performance indicators (KPIs) related to client success, such as client satisfaction, solution adoption, and retention rates.
• Compile and present value adding business insights gathered from the reporting to relevant stakeholders.
• Develop and maintain mutually beneficial relationships with internal teams and external stakeholders by ensuring all obligations, commitments and expectations are met.
• Work closely with Product Management, Engineering, and Customer Success teams to ensure seamless handoffs from pre-sales to post-sales processes

Minimum Requirements

• Tertiary qualification (Bachelor’s Degree) in Engineering. NQF 7 is required.
• Industrial Engineering or related qualification is advantageous.
• 3 Years’ experience in implementing supply chain technology.
• Demonstrated capability of delivering value for business.