Customer Success Manager (Syft Analytics)

Roman Health Pharmacy LLC; Johannesburg; On-site; ZAR 200 000 - 400 000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance customer retention and support. In this dynamic role, you will onboard clients, resolve technical issues, and provide advisory services to ensure effective software implementation. This position offers you the chance to build lasting relationships with clients and engage with them at various accounting conferences. With a focus on exceptional customer experiences, you will thrive in a fast-paced environment that values collaboration and adaptability. Join a fun, high-performing team and make a significant impact in the world of customer success.

Benefits

Generous Paid Leave

Employee Assistance Program

Cash Referral Bonuses

Flexible Working

Career Development

Paid Parental Leave

Employee Share Plan

Office Snacks and Coffee

Qualifications

• Commerce degree from a top-tier university is required.
• Prior customer support experience is essential.

Responsibilities

• Onboard customers and provide solutions for software use.
• Support customers with technical issues and build relationships.
• Drive customer knowledge on analytics and upsell services.

Skills

Communication Skills

Problem-Solving Skills

Customer Support Experience

Proactive Approach

Understanding of Technology

Education

Commerce Degree

Job description

Our Purpose

At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.

About the Job

As a Customer Success Manager, you will ensure the retention and support of the existing customers of Syft Analytics by working closely with a key portfolio of local and international customers. These customers are typically accounting practices and small businesses in English speaking markets.

Your responsibilities will include onboarding customers, providing solutions to customers in the form of workarounds and explanations, supporting all internal teams with technical questions relating to Syft Analytics, and building relationships with your customer base.

This role is a full time, in-office position.

What you'll do

• Onboard customers by teaching them how to use the software.
• Provide customers with advisory services on how to implement the software effectively.
• Support customers by resolving any technical issues (e.g. user errors and software issues) that the customer may be experiencing.
• Retain customers by driving customer knowledge on analytics and how our software can solve their problems in this space.
• Expand the revenue of existing customers by upselling customers to higher plans.
• Build positive, long-lasting relationships through customer engagement.
• Exhibit in-person at various accounting conferences locally and internationally.

Success looks like

• Providing exceptional support and advice for our customers.
• Being adaptable to grow with the changing needs of our business and customers.
• Collaborating effectively with all teams across Xero.
• Capturing and sharing feedback from customers regarding improvements to the platform.

What you'll bring with you

• A commerce degree from a top-tier university (accounting as a subject is beneficial).
• Prior customer support experience.
• A willingness to work alternative hours (05:00 - 13:30; 09:30 - 18:00; or 14:30 - 23:00 SAST).
• Communication skills, both verbal and written.
• An interest and understanding of technology and information systems.
• A proactive approach to work.
• Great problem-solving skills.
• A growth mindset.
• A passion for creating great customer experiences.
• The motivation to join a fun, high-performing team in a fast-paced and dynamic work environment.

Why Xero?

Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, cash referral bonuses, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices with snacks, coffee, and spaces for you to take a break, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.