Customer Success Manager

Time Personnel; Paarl; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A client in Paarl is seeking a Customer Success Manager to lead their retentions team. This role requires strong leadership and analytical skills to drive performance and enhance customer relations. The ideal candidate will have 3-5 years of experience and be tech-savvy, ensuring efficient processes and timely payments within a fast-paced environment.

Qualifications

• 3 – 5 years’ experience in a similar role.
• Proven experience in customer relations or client services.
• Proficiency in ticketing systems is required.

Responsibilities

• Supervise and guide staff to ensure productivity and accountability.
• Manage customer tickets to prevent overdue issues.
• Implement procedures to reduce overdue tickets.

Skills

Customer relations

Leadership

Analytical skills

Tech-savvy

Communication

Tools

Freshdesk

FinWise

Google Sheets

Job description

Customer Success Manager job vacancy in Paarl.

Are you a proven leader in Customer Relations or Retentions with a track record of driving performance and implementing efficient processes?

Our client in Paarl is looking for a hands-on manager to lead a high-performing retentions team, ensuring timely payments, service excellence, and consistent results in a fast-paced environment.

Requirements:

• 3 – 5 years’ experience in a similar role
• Tech-savvy, able to navigate and utilize various software programs effectively (e.g., Freshdesk, FinWise, Google Sheets)
• Proficiency in ticketing systems is required
• Strong leadership and communication skills with a hands-on approach to problem-solving
• Proven experience in customer relations or client services, preferably in financial services or collections
• Analytical mindset with the ability to interpret data and translate it into actionable insights
• Familiarity with reporting tools and systems

Duties and Responsibilities:

• The CR Manager is expected to demonstrate strong managerial capabilities by actively supervising and guiding staff within the department, ensuring productivity, accountability, and team cohesion
• Managing and monitoring all customer tickets to prevent overdue issues
• Develop and implement standard operating procedures (SOPs) to minimise overdue and unresolved tickets
• Effectively structure upcoming payments and drive the conversion of unpaid at a high success rate, closely monitoring verified strike dates to ensure timely collections and accurate payment tracking
• Ensure that all team members are properly trained and continuously upskilled to meet performance standards
• Ensure that document collection is prioritized and executed efficiently
• Oversee the handling of cancellations with the objective of retaining clients
• Implement strategies and objection-handling techniques to minimize cancellations and maximize client retention rates
• Monitor and report daily call statistics to track individual and team performance, identify productivity trends, and address areas of concern promptly
• Conduct regular one-on-one sessions with department members
• Accurately calculate commission payments based on performance metrics, ensuring fairness, transparency, and alignment with company policies
• Analyse performance metrics from the previous day to identify trends and areas for improvement