E-commerce Customer Success Manager

Placements24; Benoni; Hybrid; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Hybrid work in Benoni

Training and development opportunities

Competitive compensation

Job summary

Placements24 in Benoni, Gauteng, is seeking a proactive E-commerce Customer Success Manager. This hybrid role blends remote work with in-office collaboration to support ecommerce clients, drive satisfaction, and foster long-term partnerships.

You will guide clients on best practices, handle inquiries, monitor account health, and identify upsell opportunities while collaborating with product and marketing teams. Strong communication and problem-solving are essential.

Qualifications

• Bachelor's degree required in a related field.
• Proven experience in customer success or client-facing roles.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to understand and articulate technical concepts related to e-commerce platforms.
• Proficiency with CRM software and customer success tools.

Responsibilities

• Build and maintain strong relationships with e-commerce clients.
• Proactively engage with clients to understand needs and objectives.
• Provide guidance on best practices for using the platform.
• Address inquiries and resolve issues, liaising with internal teams.
• Monitor account health and identify upsell opportunities.
• Conduct regular reviews to ensure satisfaction and mitigate risks.
• Educate clients on new features and resources.
• Gather feedback to inform product and marketing improvements.

Skills

Excellent communication

Problem-solving

Relationship building

Time management

Independent and collaborative work

Customer-focused mindset

Education

Bachelor's degree in Business, Marketing, Communications, or related field

Tools

CRM software

Customer success platforms

Job description

About the Role

Our client is looking for a proactive and customer-centric E-commerce Customer Success Manager to join their team in Benoni, Gauteng. This hybrid position allows for a balanced work environment, combining remote flexibility with in-office team synergy. Your primary focus will be to ensure our clients receive exceptional support and achieve their goals using our client's e-commerce solutions. You will act as a trusted advisor, building strong relationships, understanding client needs, and driving satisfaction and retention. This role requires a deep understanding of e-commerce operations and a passion for helping businesses succeed online. The ideal candidate will possess excellent communication and problem-solving skills, with the ability to navigate complex customer inquiries and provide effective solutions. We are seeking an individual who is dedicated to fostering long-term client relationships and contributing to the overall growth and reputation of our client's business.

Key Responsibilities

• Build and maintain strong, long-lasting relationships with e-commerce clients.
• Proactively engage with clients to understand their needs, challenges, and business objectives.
• Provide guidance and support on best practices for utilizing the e-commerce platform effectively.
• Address client inquiries and resolve issues promptly and efficiently, acting as a liaison between clients and internal teams.
• Monitor client account health and identify opportunities for upsell or cross-sell.
• Conduct regular check-ins and business reviews with clients to ensure satisfaction and identify potential risks.
• Educate clients on new features, updates, and resources available.
• Gather client feedback and communicate insights to product and marketing teams for continuous improvement.
• Contribute to the development of customer success resources, such as knowledge base articles and FAQs.
• Drive customer retention and advocate for client success within the organization.

Requirements

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Proven experience in customer success, account management, or a client-facing role, preferably in the e-commerce or SaaS industry.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to understand and articulate technical concepts related to e-commerce platforms.
• Proficiency in CRM software and customer success platforms.
• Highly organized with strong time management skills.
• Ability to work independently and collaboratively in a hybrid work environment.
• Customer-focused mindset with a passion for helping clients succeed.
• Adaptability and a willingness to learn about new e-commerce trends and technologies.

Benefits

• This hybrid role in Benoni offers a competitive salary and the chance to make a real difference in the success of our client's e-commerce partners.
• Enjoy the flexibility of a hybrid work model, combining remote convenience with valuable in-office collaboration.
• Our client provides ongoing training and development opportunities to enhance your skills.
• Be part of a supportive and growth-oriented team dedicated to exceptional customer service.