Customer Success Manager

Our client based in Durban has a position available in their organization for a Customer Success Manager. 

This is a work from home role - ideally candidates should be based in Durban.

Awesome career opportunity awaits.

The purpose of the Customer Success Manager is to take ownership of, and to ensure that the Customer Success Team empowers and supports key stakeholders within the Brands (and Restaurants) that we service, to use our products and services to their full potential, and to maximize the value they receive.

Requirements:

• ±10 years’ experience in a customer relationship and team management role.
• Ability to build and manage a high performance team of Account Managers.
• Experience in configuring and managing Customer Relationship Management systems.
• Definition and measurement of strategic KPI’s for the Customer Success Department.
• Excellent written, verbal and presentation skills.
• Experience selling "software as a service" is an advantage.
• Experience in training and development is an advantage.
• An ability to work on multiple projects simultaneously.
• Strong numerical proficiency.
• Able to self-manage and run independently with initiatives.
• Ability to problem solve.
• Ability to work across teams.

Duties and Responsibilities:

• Understanding what customers want from the company in order to maximize ROI for brands and restaurants.
• Review and update existing CRM and deal management processes and systems to support the sales and marketing strategy.
• Increase the number of new restaurants enabled on the company platform that belong to the global brands who endorse the use of the company’s products and services.
• Increase the number of products and services being utilized by existing restaurants enabled on the Platform.
• Identify and implement Key Metrics to measure success of the Customer Success team.
• Prepare and report on monthly team performance in line with the director approved budget.
• Aid in strengthening brand culture and equity, working closely with the Marketing Manager, Brand and Merchant Account Managers, as well as the HR Manager to make sure, the company brand values, image and culture are understood and followed by all members of the Customer Success team.
• Research and analyze competitors, target markets and channels as well as trends to support marketing programs and brand innovation.

If you are not contacted within two weeks of applying, please consider your application unsuccessful.