Customer Success Manager

Staff Unlimited Recruitment Pty Ltd T / A MPC Recruitment Group EC; Randburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance client satisfaction and drive value from their innovative solutions. This role involves leading onboarding processes, conducting training sessions, and building strong relationships with key stakeholders. You will be the primary point of contact for clients, ensuring their needs are met and expectations exceeded. Collaborating closely with internal teams, you will identify opportunities for improvement and contribute to product enhancements. If you have a passion for client success and a knack for problem-solving, this is an exciting opportunity to make a significant impact.

Qualifications

• 3+ years of experience in customer success or account management.
• Strong ability to build and maintain client relationships.

Responsibilities

• Lead onboarding and training for new clients to ensure effective use of solutions.
• Act as the primary contact for clients, addressing queries and concerns promptly.
• Track and report on client success metrics to drive continuous improvement.

Skills

Customer Relationship Management

Client Onboarding

Stakeholder Management

Problem Solving

Performance Tracking

Education

Bachelor's Degree in Engineering

Industrial Engineering or related qualification

Job description

Our client requires the service of a Customer Success Manager, who will 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.

Location : Randburg

Job type : Permanent On-site

Duties and Responsibilities

• Lead the onboarding process for new clients.
• Conduct training sessions and provide comprehensive documentation to ensure clients are well-equipped to utilize solutions effectively.
• Build and maintain strong, long-lasting, influential relationships with key stakeholders at client organizations.
• Serve as a key account manager for clients, ensuring 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 with current clients to proactively identify new business opportunities.
• Collaborate with the product and engineering teams to communicate client needs and feedback, contributing to product enhancements and new feature development.
• 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.
• 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.
• 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.