Customer Success Consultant

Pnet is a leading online job board in South Africa dedicated to connecting job seekers with their ideal employment opportunities. As a major player in the South African job market, we had a key role in facilitating millions of job placements across various sectors and industries.

We are proud to be part of The Stepstone Group, a global expert in job-tech platforms. Being part of a global team allows us to leverage cutting-edge technology, data, and industry expertise to enhance our services and continuously innovate our technology to meet the needs of the job market.

Join our team and you will be responsible for partnering with businesses to add value to and transform the way they hire talent.

The Customer Success consultant engages with Pnet customers to drive and accelerate their value realisation and to ensure business outcomes are being met through implementation and consumption of their purchased solutions. The Customer Success Consultant partners with the customer's Account Manager to drive mutual success and achieve overall customer satisfaction.

The Customer Success Consultant proactively engages with an assigned portfolio of customers, acting as a trusted advisor. They develop a deep understanding of customers’ recruitment and development strategy and business objectives to drive the use of the Pnet solutions. The Customer Success Consultant strives to drive high level customer value realisation.

Your Responsibilities

• Develop and implement account strategies and consumption plans that drive customer outcomes.
• Build trusted relationships with customers to support value-based consumption focused activities.
• As a Customer Success Consultant, you are expected to have a strong relationship with the Sales teams as well as other critical functions in the business to ensure mutual success with our customers.
• Monitors SLA performance and maintain high level of customer satisfaction.
• Engage and collaborate with cross-functional teams to leverage expertise as needed. Actively use data & tools to track and manage targeted adoption and consumption activities.
• Act as point of escalation for customers account issues.
• Contribute to library of success plays and best practices to further grow Pnet’s ability to drive customer success.
• Engage with customers to do regular value realisation assessments and advise on optimal utilisation of their investment.
• Stays knowledgeable on customer’s industry, business strategy, business line strategy and market conditions.
• Orchestrates success resources across Pnet to accomplish customer's desired outcomes.
• Provides customer advocacy and acts as voice of the customer providing feedback to appropriate Pnet stakeholders.
• Identifies and mitigates risks to current and future reoccurring revenue.
• Be the customers strategic expert to share industry trends, best practices, competitive insights, and product roadmap.
• Coach customers to ensure they are leveraging all available resources.

Qualifications

• Matric / Higher Certificate
• A minimum of 3 years’ customer success experience.
• Excellent knowledge of the MS Office suite.
• Intermediate to Expert level experience on Excel.
• Knowledge of ERP/ CRM Systems would be advantageous.
• SAP knowledge will be an advantage.
• Prior experience in using technology to deliver automated customer journeys and experience.
• Strong written and verbal communication skills.
• Strong organisational skills and attention to detail.
• Demonstrated experience working with the executive level in client environments.
• Ability to create and sell business cases to internal and client audiences.

Our Commitment

Equal opportunities are important to us. We believe that diversity and inclusion at The Stepstone Group are critical to our success as a global company, so we want to recruit, develop, and keep the best talent. We encourage applications from everyone, regardless of background, gender identity, sexual orientation, disability status, ethnicity, belief, age, family or parental status, and any other characteristic.