Customer Success Specialist — SaaS & Network Monitoring

CP360; Durban; On-site; ZAR 230,000 - 360,000; Full time

Job summary

ContactPoint360 in Durban, South Africa is seeking a Customer Support Specialist to drive engagement and adoption of network monitoring SaaS solutions. You will work with existing customers to showcase new features, run product demos, and identify opportunities for expansion.

You’ll hand off to the Implementation Team and help ensure successful onboarding and ongoing success. Ideal candidates have at least 3 years in customer-facing roles within a B2B software environment, experience with

Qualifications

• Minimum of 3 years in Customer Success, Account Management, Customer Service, Business Development or similar client-facing role in a B2B software environment.
• Experience using Salesforce or related CRM for management, tracking and reporting.
• Strong communication, presentation and relationship-building skills.
• Knowledge in network monitoring or SaaS solutions.
• Ability to explain technical concepts to both technical and non-technical stakeholders.
• Strong organizational, problem-solving and stakeholder management skills.
• Self-motivated and able to work independently with cross-functional teams.
• Fluent in English and German, both spoken and written.

Responsibilities

• Build and maintain strong relationships with existing customers as a trusted advisor.
• Proactively engage customers regarding new network monitoring solutions, product updates, and feature enhancements.
• Conduct product demonstrations and education sessions to drive adoption and maximize value.
• Understand customer business and technical requirements to identify expansion opportunities.
• Qualify customer interest and coordinate smooth handoffs to the Implementation Team.
• Maintain accurate customer engagement records and activity tracking in Salesforce.
• Gather customer feedback and provide insights to improve product and service.
• Drive customer satisfaction, product utilization and long-term success.

Skills

Customer Success

Account Management

CRM Systems

Communication Skills

Presentation Skills

Relationship Building

Network Monitoring

SaaS Solutions

Stakeholder Management

Independent Working

English & German

Tools

Salesforce

Job description

ContactPoint360 in Durban, South Africa is seeking a Customer Support Specialist to drive engagement and adoption of network monitoring SaaS solutions. You will work with existing customers to showcase new features, run product demos, and identify opportunities for expansion.

You’ll hand off to the Implementation Team and help ensure successful onboarding and ongoing success. Ideal candidates have at least 3 years in customer-facing roles within a B2B software environment, experience with