Customer Success Manager - B2B Software

DSL Telecom; Somerset West; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A leading technology firm in Somerset West is seeking a Customer Success Manager to drive customer engagement and satisfaction. In this essential role, you will work closely with customers to help them maximize their use of the ZOHO platform, ensuring a productive and positive experience. The ideal candidate will possess a Communications or Marketing Degree, a strong background in SaaS support, and excellent communication skills. You will engage with customers to understand their needs and help improve customer satisfaction and retention. This position combines both remote and office-based work.

Benefits

Medical Aid Contribution

Qualifications

• Minimum 2 years of software support experience.
• 2+ years in a SaaS environment.
• Prior experience in Customer Success or equivalent.

Responsibilities

• Drive success for new customers and ensure positive relationships.
• Own overall relationship of assigned customer accounts.
• Collaborate with sales and product teams to maintain quality.

Skills

Excellent communication skills

Ability to manage multiple tasks

Bilingual (English & Afrikaans)

Leadership qualities

Adaptability in learning new software

Education

Communications or Marketing Degree

Tools

ZOHO software

Job description

Overview

We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results to join our Customer Success department. Your position will be key to our growth strategy and you will work closely with our Key customers helping them use ZOHO to its full potential. Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base.

Watch this quick video to get an overview of the role as aZoho Customer Success Manager at DSLTelecom!

About Us

DSL Telecom is a Sales & Marketing company that specialises in high demand technology products including Internet, Voice and Cloud Services. We are the largest Vox business partner in SA, the largest post-paid Telkom dealer in the country and the first and largest Zoho partner in Sub-Saharan Africa. DSL Telecom has won numerous awards for our achievements and our positioning in relevant high growth industries means the possibilities are endless for DSL Telecom and the right candidate.

Responsibilities

• Drive the early success phase for our new customers and ensure a positive and productive start to a long relationship
• Own overall relationship of assigned customer accounts, which includes being responsible for customer on-boarding, training, developing innovative solutions, increasing user acquisition and engagement, and ensuring retention and up-sells
• Coach customers at individual level (Key account training) and group level (National paid training & Free Zoho Meet-Ups) to be product experts and train their teams on Zoho best practices so they become increasingly self-sufficient.
• Proactively outline customer critical success factors, metrics for success, potential issues, and provide recommendations
• Proactively coach and guide customers to engage in best practices that enable them to succeed with the ZOHO platform
• Collaborate with Sales, Marketing and Product teams to offer customers a consistently high-quality experience with the ZOHO brand
• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas
• Identify common customer challenges and proactively suggest better solutions
• Track accounts to identify churn risk and work proactively to eliminate that risk
• Establish a trusted/strategic advisor relationship with each Key customer
• Conduct frequent reviews with accounts to determine customer satisfaction and identify opportunities for improvement and product use expansion
• Identify at risk accounts and minimize monthly and annual churn rates
• Identify upsell opportunities and work with Sales to drive additional revenue from customers
• Act as point of escalation to ensure effective resolution to all account issues
• Travel, meet and engage with customers via phone, email, messaging, remote sessions and onsite to discover and understand their needs and help them use ZOHO to its full potential
• Hold product demonstrations for customers
• Evaluate and improve tutorials and other communication infrastructure
• Develop and maintain positive business, supplier and customer relationships
• Report on a regular basis to management your sales activity, accounts status and possible issues
• Achieve mastery of the ZOHO platform and become an expert in the SaaS space
• Keep abreast of industry best practices and promotional trends
• Attend, engage, train and get certified on provided training platforms
• Continuously improve through feedback

Requirements

• Communications or Marketing Degree or similar.
• Minimum 2 years of software support experience.
• 2+ years in a SaaS environment.
• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
• Proven Experience with Application / Internet-Based Customer Support.
• Ability to (after initial training) self-manage and work within multiple systems efficiently.
• The ability to manage multiple tasks at once and work with non-internet savvy people in an application-based environment.
• Excellent communication skills and a positive attitude.
• Demonstrate leadership qualities.
• Progressive personal and business-related ideas.
• Not easily upset, frustrated, or flustered.
• Love of learning and teaching.
• Ability to effective research and monitor upcoming and current internet marketing trends.
• Fully bilingual (English & Afrikaans or other Language).

Bonus

• A comprehensive understanding of Sales, Marketing, Support, HR, Accounting or Operations principles.
• We are open to local candidates only! You\'ll need to be in DSL Telecom’s office in Somerset West on a regular basis with ability to work remote when required.

Benefits

• Medical Aid Contribution