Client Success Manager

Fence and Deck Marketers; South Africa; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Fence & Deck Marketers is seeking a client success professional to support onboarding, kickoff, and training for new clients, and to oversee ongoing client communications and retention initiatives. The role involves coordinating with the Client Success team and related departments to ensure successful implementation and client satisfaction.

The candidate will assist in client check-ins, manage the support inbox, and help drive adoption of services across campaigns such as Website and SEO, while

Qualifications

• Assist onboarding, kickoff, and training for new clients.
• Support monthly client check-ins and monitor the client success inbox.
• Coordinate with internal teams to ensure fulfillment and client needs are met.

Responsibilities

• Support onboarding and communicate client details to the Client Success team.
• Promote best practices and act as liaison for external client activities.
• Lead client trainings and assign tasks within the Client Success team.
• Provide post-sale support and monitor client satisfaction and retention.

Skills

Client Success

Project coordination

Communication

Training

Customer support

Job description

• To support the CEO, Project Manager, and Client Success Team for all client activities after the sales contract has been signed; Onboarding, Kick-Off, Training,
• Launch & Success Monitoring.
• Support the monthly client check-in calls, monitor the support inbox, ensure project management and fulfillment is on track and communicate with clients through Client Success when and where necessary.
• Update team members and inform Direct Report when obstacles are encountered and troubleshoot solutions for recommendations.
• Your role is to fully support the Client Success team and therefore, you are expected to maintain an enthusiastic “can do” attitude at all times when client-facing.

Client Retention

• Once introduced as the secondary point of contact, you will be responsible for supporting client questions and addressing any concerns in an efficient, retention-based manner.
• Work actively with clients, their staff and business advisors to promote best practices, communicate effectively and on a regular basis and be the liaison for all external client activities.
• Recommend and assist in the design of action plans in such a way as to ensure maximum adoption, resolution and recovery to all client issues.
• Lead client team trainings, help resolve minor issues assign tasks and update Fence & Deck Marketers teams on enhancements, action items, and to-dos.

Client Onboarding

• Expectation to handle client onboarding and communicate all unique details for each new client to our Client Success team.
• Ensure all new clients or existing upsells are communicated with during the onboarding process with agendas, meeting summaries, and scorecards

Customer Service Maintenance

• Deliver superior customer service, meeting the client's needs with all possible resources
• Assist the Ad Team in monthly report generation and mid-month updates for Ops review and outreach
• Attend client meetings and maintain detailed notes of discussions and outcomes
• Draft, prepare, and seek to finalize client communications and follow-ups
• Look for opportunities to increase the volume of campaigns, upsell of services (Website, SEO), and seeking referrals from satisfied clients
• Ask existing clients for testimonial videos that can be used for sales.
• Keen Attention To Detail is imperative. Ability to follow and improve upon existing processes, SOPs, and checklists.
• Quickly and clearly communicate with team members on task progress, challenges, issues, and success (wins).
• Lead, mentor, and support Client Success Associates in training, onboarding, client integration, and daily checklist tasks for the Client Success Team

Client Technical Support & Training

• Monitor, respond, solve and/or delegate client-related tasks from our company support inbox/helpdesk
• Support the Client Success Team and assign accounts with fast action responses, troubleshooting and corrective actions to the Tech & Engineering Team to ensure client performance

Communication & Reporting

• Maintain regular notes on all client meetings and communication within the client folder in their notes