Customer Success Manager

Point. Your Marketing Investment Partner; South Africa; On-site; ZAR 300,000 - 450,000; Full time

Job summary

Point. Your Marketing Investment Partner seeks a Customer Success Manager to oversee frontline customer relations and maximize satisfaction. You'll be responsible for operational excellence and revenue growth by engaging with customers within a marketing environment.

Ideal candidates should possess a diploma or certification in a related field and have 3+ years of relevant experience. Strong skills in customer service and people management will be advantageous.

Qualifications

• 3+ years’ experience in a similar role and/or industry.
• Customer service & people management experience advantageous.

Responsibilities

• Plan, organise, and oversee customer relationships.
• Deliver operational excellence & revenue growth.
• Improve customer loyalty & satisfaction (CSAT).

Skills

Customer service

People management

Stakeholder engagement

Education

Grade 12

Diploma or certification in related field

Job description

Job Title

Customer Success Manager

Main Purpose of the Job

The role of a Customer Success Manager is to plan, organise, staff, control and oversee frontline customer relationships, realised revenue, opportunity generation, governance practice and the day-to-day operational delivery of agreed parameters and/or contract terms. Working to achieve a highly effective & efficient service to maximise customer satisfaction. It will require consistent frontline engagement within a marketing environment and will typically cover Creative, Print, POS & Promotional Merchandise requirements. Reporting to a Customer Success Director (CSD), you will form part of a frontline team responsible to collectively deliver operational excellence & revenue growth, improve customer loyalty & satisfaction (CSAT), enable increased customer lifetime value (CLV) and achieve excellent net promoter scores (NPS).

KPI’s:

• Customer Lifetime Value (CLV)
• Net Promoter Score (NPS)
• Customer Satisfaction Score (CSAT)
• Delivery on-time & In Full (OTIF)
• Organic Revenue Growth & Profitability
• Efficiency & Effectiveness

Description of Field of Duty (KPA’s)

• Stakeholder engagement (Collaboration & Communication)
• Fulfilment (Planning/Scheduling, Delivery)
• Operational execution (Staff, Customer Service, Controls, Technology Interaction, Reporting)
• Market Research (Innovation Initiatives)
• Risk Management & Compliance (Awareness & Mitigation)
• Client Retention (Relationships & Opportunity Generation)

Qualification Requirements

Grade 12
Diploma and/or certification in related field

Work Experience

3+ years’ experience in a similar role and/or industry
Customer service & people management experience advantageous.