Customer Success Consultant

Job Description

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.

About the Department

Our Customer Success team is a dynamic group, passionate about bringing our products and services to life within our customers' businesses. They are dedicated to demonstrating real value and return on investment, and they play a pivotal role in driving customer retention, satisfaction, and long-term relationships. From ensuring a seamless onboarding experience to educating customers on how our solution enhances their employee value proposition, the team consistently Goes Beyond.

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.
• Monitor 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.
• Stay knowledgeable on customer’s industry, business strategy, business line strategy and market conditions.
• Orchestrate success resources across Pnet to accomplish customer's desired outcomes.
• Provide customer advocacy and act as voice of the customer providing feedback to appropriate Pnet stakeholders.
• Identify and mitigate 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.

Additional Information

We’re a community here that cares as much about your life outside work as how you feel when you’re with us. Because your job shouldn’t take over your life, it should enrich it. Here are some of the benefits we offer :

• 20 days annual leave and extra days between Christmas and New Year
• Paid sick leave from day one
• Hybrid working model
• Volunteering days
• Maternity and Paternity leave benefits
• 16 days of family leave per year
• Group life Cover including disability and Funeral cover
• 24 / 7 Employee Assistance Programme
• Discovery Flexicare

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.