Customer Success Manager

SUMMARY:
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POSITION INFO:
1. JOB TITLE: Customer Success Manager   2. MAIN PURPOSE OF THE JOB: The role of a Customer Success Manager is to plan, organise, staff, control and oversee frontline customer relationships, realised revenue, opportunity generation, governance practice and the day-to-day operational delivery of agreed parameters and\/or contract terms. Working to achieve a highly effective & efficient service to maximise customer satisfaction. It will require consistent frontline engagement within a marketing environment and will typically cover Creative, Print, POS & Promotional Merchandise requirements. Reporting to a Customer Success Director (CSD), you will form part of a frontline team responsible to collectively deliver operational excellence & revenue growth, improve customer loyalty & satisfaction (CSAT), enable increased customer lifetime value (CLV) and achieve excellent net promoter scores (NPS). Key Performance Indicators (KPI’s): • Customer Lifetime Value (CLV) • Net Promoter Score (NPS) • Customer Satisfaction Score (CSAT). • Delivery on-time & In Full (OTIF) • Organic Revenue Growth & Profitability • Efficiency & Effectiveness 3. DESCRIPTION OF FIELD OF DUTY (KPA’s): • Stakeholder engagement (Collaboration & Communication). • Fulfilment (Planning\/Scheduling, Delivery). • Operational execution (Staff, Customer Service, Controls, Technology Interaction, Reporting) • Market Research (Innovation Initiatives) • Risk Management & Compliance (Awareness & Mitigation) • Client Retention (Relationships & Opportunity Generation   4. QUALIFICATION REQUIREMENTS: Grade 12 Diploma and\/or certification in related field 5. WORK EXPERIENCE: 3+ years’ experience in a similar role and\/or industry Customer service & people management experience advantageous.