Customer Success Manager (Vehicle Tracking)

Job Masters Pty Ltd; Johannesburg; On-site; ZAR 300 000 - 600 000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance client satisfaction and drive value from supply chain visibility solutions. In this dynamic role, you will lead the onboarding of new clients, collaborate closely to tailor solutions, and ensure a seamless experience. Your expertise in project management and consultative delivery will be key in building strong relationships and addressing client needs. This position offers the opportunity to work with diverse stakeholders, contribute to strategic initiatives, and drive continuous improvement, all while making a significant impact on client success.

Qualifications

• 3+ years of experience in implementing supply chain technology.
• Strong consultative delivery skills and project management experience.

Responsibilities

• Lead onboarding for new clients and ensure smooth implementation of solutions.
• Build and maintain relationships with key stakeholders at client organizations.
• Monitor client performance and identify opportunities for improvement.

Skills

Consultative Delivery Skills

Project Management

Client Relationship Management

Data Analysis

Education

Bachelor’s Degree in Engineering

Industrial Engineering or related qualification

Job description

Customer Success Manager (Vehicle Tracking) – Randburg.

Ensure the successful implementation and ongoing management of the company’s supply chain visibility solutions for clients.

The role will further 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.

Duties & Responsibilities:

• Lead the onboarding process for new clients, ensuring a smooth transition and effective implementation of the supply chain visibility solutions.
• Collaborate with clients to understand their specific supply chain challenges and tailor solutions to meet their needs.
• Conduct training sessions and provide comprehensive documentation to ensure clients are well-equipped to utilize business solutions effectively.
• Implement project management methodologies as a form of execution to drive success of implemented initiatives.
• 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.
• Monitor and analyse client usage and performance data to identify trends, areas for improvement, and opportunities to enhance the value of the business’ solutions.
• Collaborate with the product and engineering teams to communicate client needs and feedback, contributing to product enhancements and new feature development.
• Provide clients with best practices and recommendations to optimize their use of business solutions and achieve their business objectives.
• 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.
• Prepare and deliver regular reports to clients, highlighting their performance and demonstrating the value of the business’ solutions.
• Use data-driven insights to develop and implement strategies for continuous improvement.
• Ensure that all business analytics and reporting functions are aligned with quality and time standards.
• 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.
• Successfully navigate the complexities of dealing with a diverse range of stakeholders from different backgrounds, sectors and locations and being subjected to different regulations.
• Develop and sustain key relationships between the company and its partners, acting as a direct link to ensure effective communication, management of expectations, and the achievement of strategic deliverables.
• Provide insight of a strategic nature to senior leadership within areas of expertise.
• Ensure effective cross-functional company relationships through sharing of relevant information to assist all divisions in the achievement of their objectives.
• Work closely with Product Management, Engineering, and Customer Success teams to ensure seamless handoffs from pre-sales to post-sales processes.

Minimum Requirements:

• 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.
• Strong consultative delivery skills with experience engaging with senior management and operational staff.
• Project Management experience.
• Willing to from time-to-time work extended hours, and willing to travel locally.
• Driver’s license with own vehicle.