Customer Success Manager

Staff Unlimited Recruitment; Randburg; On-site; ZAR 300 000 - 600 000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance client relationships and drive value from their innovative solutions. This role involves leading onboarding processes, conducting training sessions, and acting as the primary contact for clients to address their needs and concerns. The successful candidate will collaborate with various teams to ensure client satisfaction and success while identifying opportunities for improvement. If you are passionate about client engagement and have a background in engineering, this is an exciting opportunity to make a significant impact in a dynamic environment.

Qualifications

• 3+ years of experience in implementing supply chain technology.
• Strong capability in delivering value for business through client engagement.

Responsibilities

• Lead onboarding and training for new clients to ensure effective solution utilization.
• Build and maintain strong relationships with key stakeholders at client organizations.

Skills

Customer Relationship Management

Stakeholder Engagement

Problem Solving

Training and Development

Education

Bachelor’s Degree in Engineering

NQF 7 Qualification

Industrial Engineering or related qualification

Job description

Our client requires the service of a Customer Success Manager, who will work closely with clients to understand their unique needs, provide tailored solutions, and drive maximum value for them from the organisation’s products and services.

Location : Randburg

Job type : Permanent On-site

Duties and Responsibilities

• Lead the onboarding process for new clients
• Conduct training sessions and provide comprehensive documentation to ensure clients are well-equipped to utilize solutions effectively.
• Build and maintain strong, long-lasting, influential relationships with key stakeholders at client organizations.
• Serve as a key account manager for clients and ensure that all their needs and expectations are exceeded.
• Act as the primary point of contact for clients, addressing their queries, concerns, and feedback in a timely and professional manner.
• Conduct regular check-ins with clients to review performance, gather feedback, and identify opportunities for improvement.
• Plan and implement relevant initiatives aimed at increasing customer value on a regular basis.
• Work closely enough with current clients to be able to proactively identify new business opportunities.
• Collaborate with the product and engineering teams to communicate client needs and feedback, contributing to product enhancements and new feature development.
• Proactively identify and address potential issues that may impact client satisfaction and success.
• Work closely with the support team to resolve client issues promptly and effectively, ensuring minimal disruption to their operations.
• Escalate critical issues to senior management when necessary, providing detailed reports and action plans.
• Track and report on key performance indicators (KPIs) related to client success, such as client satisfaction, solution adoption, and retention rates.
• Compile and present value adding business insights gathered from the reporting to relevant stakeholders.
• Develop and maintain mutually beneficial relationships with internal teams and external stakeholders by ensuring all obligations, commitments and expectations are met.
• Work closely with Product Management, Engineering, and Customer Success teams to ensure seamless handoffs from pre-sales to post-sales processes
• Tertiary qualification (Bachelor’s Degree) in Engineering. NQF 7 is required.
• Industrial Engineering or related qualification is advantageous.
• 3 Years’ experience in implementing supply chain technology.
• Demonstrated capability of delivering value for business.