Customer Success Consultant

The Stepstone Group; Johannesburg; On-site; ZAR 250,000 - 600,000; Full time

Job summary

The Stepstone Group is seeking a Customer Success Specialist to enhance customer relationships through strategic account management. The role emphasizes customer advocacy, satisfaction, and utilizing data-driven approaches. The ideal candidate will have at least three years of related experience and a strong grasp of MS Office and ERP systems, with a commitment to diversity and inclusion in the workplace.

Qualifications

• Minimum 3 years' customer success experience.
• Intermediate to expert experience in Excel.
• Experience with technology-driven automated customer journeys.

Responsibilities

• Develop and implement account strategies to drive customer outcomes.
• Build trusted relationships with customers.
• Support sales teams for mutual success.

Skills

Communication

Organizational skills

Customer engagement

Education

Matric / Higher Certificate

Tools

MS Office

Excel

ERP / CRM systems

SAP

Job description

Get AI-powered advice on this job and more exclusive features. Direct message the job poster from The Stepstone Group, People Operations and Recruitment Specialist at The StepStone Group (Pnet and CareerJunction) | Human Resources Operations | Talent Acquisition.

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 have facilitated 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 be responsible for partnering with businesses to add value to and transform the way they hire talent.

Responsibilities

• Develop and implement account strategies and consumption plans that drive customer outcomes.
• Build trusted relationships with customers to support value-based consumption activities.
• Support the sales teams and other critical functions to ensure mutual success with our customers.
• Monitor SLA performance and maintain high customer satisfaction.
• Collaborate with cross-functional teams to leverage expertise as needed.
• Use data and tools to track and manage adoption and consumption activities.
• Act as the point of escalation for customer account issues.
• Contribute to success plays and best practices to grow Pnet's ability to drive customer success.
• Engage with customers for value realization assessments and advise on optimal utilization.
• Stay knowledgeable on customer industry, business strategy, and market conditions.
• Coordinate success resources across Pnet to achieve customer outcomes.
• Provide customer advocacy and feedback to stakeholders.
• Identify and mitigate risks to recurring revenue.
• Share industry trends, best practices, and product roadmap insights.
• Coach customers on resource utilization.

Qualifications

• Matric / Higher Certificate
• Minimum of 3 years' customer success experience
• Excellent knowledge of MS Office suite
• Intermediate to expert experience in Excel
• Knowledge of ERP / CRM systems advantageous
• SAP knowledge advantageous
• Experience with technology-driven automated customer journeys
• Strong communication and organizational skills
• Experience working with executive-level clients
• Ability to create and sell business cases

Our Commitment

We value diversity and inclusion at The Stepstone Group. We encourage applications from all backgrounds, genders, sexual orientations, disabilities, ethnicities, ages, and family statuses.

Employment type: Full-time | Industry: Software Development | Function: Information Technology | Seniority level: Associate