Description:
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.
05 Apr 2025;
from:
gumtree.co.za