Customer Success Senior Manager

GfK; Johannesburg; On-site; ZAR 600,000 - 900,000; Full time

Job summary

A leading company in market research seeks a Senior Manager for Customer Success Management in Johannesburg. This role involves strategic partnership with clients, leading a team, and driving the adoption of innovative solutions. Candidates should have extensive experience in consulting or product management, excellent communication skills, and a passion for driving change.

Qualifications

• Over 8 years in consulting, market research, or product management.
• Expertise in leading teams in durable consumer goods and retail.
• Excellent language skills in local language and English.

Responsibilities

• Lead a team of industry CSMs and ensure high-quality client experience.
• Drive high adoption rates of GfK's solutions within client organizations.
• Deliver insightful presentations and actionable recommendations to key clients.

Skills

Presentation skills

Communication skills

Proactive engagement

Decision-making abilities

Job description

Description (Industry) Senior Manager Customer Success Management (CSM) (m / f / d):

Our Senior Managers CSMs (m / f / d):

1. Act as strategic partners to our local, regional (and global) clients.
2. Are internal and external innovation agents, driving change for faster market response.
3. Are well-known experts in their market segments (industry, products, channels, etc.).
4. Lead a team of industry CSMs.
5. Understand and work with the entire portfolio of POS-related data with key clients, including GfK's market data and consumer insights, serving as the central contact point.
6. Ensure effective client training and onboarding, educating key and senior customers on relevant features and functionalities.
7. Drive high adoption rates of GfK's solutions within client organizations by demonstrating ROI.
8. Promote regular usage of GfK tools among senior stakeholders and develop new user bases.
9. Develop fact-based answers to complex business questions and elaborate use cases demonstrating the value of GfK data.
10. Deliver insightful presentations and actionable recommendations to key clients.
11. Coordinate client services across countries and categories, identifying cross-sell and upsell opportunities.
12. Help improve renewal rates by showcasing business outcomes and value.
13. Lead, guide, and train a team of industry CSMs, ensuring high-quality client experience.
14. Maintain full certification in GfK's platform offerings and manage special projects like training content creation.
15. Act as an internal ambassador for the CSM role, driving its spirit within the organization.
16. Stay updated on platform knowledge, providing feedback to product and operations teams.
17. Collaborate with sales and other business units to identify strategic opportunities and manage client relationships.
18. Coordinate internal client services nationally and internationally.
19. Handle industry sector responsibilities, ensuring quality and consistency.

Additional qualifications include:

1. Relevant experience in leading teams and in markets related to durable consumer goods and retail.
2. Expertise across multiple product categories and markets, with over 8 years in consulting, market research, or product management.
3. Excellent language skills (local language and English), presentation, and communication skills.
4. Proactive engagement and decision-making abilities.
5. Passion, creativity, and an entrepreneurial mindset.

We offer an innovative work environment that embraces digital technologies, encourages entrepreneurial spirit, and values diversity and inclusion.