Customer Success Advocate - Midrand

Placements24; Midrand; Hybrid; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Hybrid work model

Medical aid

Pension fund

Professional development

Job summary

Placements24 in Midrand, Gauteng is seeking a Customer Success Advocate to manage a portfolio of clients, ensuring optimal product usage and high satisfaction. You will onboard clients, provide ongoing support, and spot opportunities for upselling or cross-selling based on evolving needs.

The role requires strong communication, problem-solving, and relationship-building skills, with a preference for B2B SaaS familiarity. Hybrid work in Midrand is offered.

Qualifications

• Proven experience in a customer-facing role such as customer success, account management, or client support.

Responsibilities

• Serve as the main point of contact for assigned clients, building strong, trusted relationships.
• Proactively monitor client accounts to ensure optimal usage and identify potential issues.
• Conduct regular check-ins and business reviews to assess client satisfaction and gather feedback.
• Educate clients on new features and best practices to enhance their experience.
• Troubleshoot and resolve client inquiries and technical issues promptly and efficiently.
• Collaborate with internal teams to advocate for client needs.
• Identify opportunities for client growth and revenue expansion.
• Document all client interactions in the CRM system.

Skills

Customer success

Account management

Communication

Problem-solving

Relationship building

Tools

Salesforce

HubSpot

Job description

About the Role

Our client, a dynamic leader in customer engagement solutions, is seeking a highly motivated and empathetic Customer Success Advocate to join their thriving team in Midrand, Gauteng . This is an exciting opportunity to be the primary point of contact for a portfolio of valuable clients, ensuring they maximize their experience with our client's innovative products and services. The ideal candidate will possess a passion for problem-solving, exceptional communication skills, and a commitment to fostering long-term client relationships. This role plays a crucial part in client retention and overall customer satisfaction, contributing directly to the company's sustained growth and reputation in the industry. You will be instrumental in guiding clients through onboarding, providing ongoing support, and identifying opportunities for upselling or cross-selling based on their evolving needs. Your proactive approach will be key to anticipating challenges and ensuring seamless service delivery.

Key Responsibilities

• Serve as the main point of contact for assigned clients, building strong, trusted relationships.
• Proactively monitor client accounts to ensure optimal usage and identify potential issues.
• Conduct regular check-ins and business reviews to assess client satisfaction and gather feedback.
• Educate clients on new features and best practices to enhance their experience.
• Troubleshoot and resolve client inquiries and technical issues promptly and efficiently.
• Collaborate with internal teams (Sales, Support, Product) to advocate for client needs.
• Identify opportunities for client growth and revenue expansion.
• Document all client interactions and relevant information in the CRM system.

Requirements

• Proven experience in a customer-facing role, such as customer success, account management, or client support.
• Exceptional interpersonal and communication skills, both written and verbal.
• Strong problem-solving abilities and a proactive, solution-oriented mindset.
• Proficiency in using CRM software (e.g., Salesforce, HubSpot) and other customer support tools.
• Ability to manage multiple client accounts and prioritize tasks effectively.
• A genuine passion for customer service and a dedication to client satisfaction.
• Understanding of B2B SaaS products is advantageous.
• Excellent organizational skills and attention to detail.
• Must be able to work within the Midrand, Gauteng area for the hybrid component.

Benefits

• This role offers a competitive remuneration package, including a base salary of R per annum , performance-based bonuses, and comprehensive medical aid benefits.
• Employees have access to ongoing professional development and training programs, fostering career growth within the organization.
• Enjoy a dynamic and supportive work environment with opportunities for advancement.
• This position offers a hybrid work model, providing a balance between in-office collaboration and remote flexibility.
• Join a company that values its employees and invests in their success.
• Other perks include contribution to pension fund and opportunities for team building events.