Customer Success Manager (Hybrid)

Introduction

A South-African based educational software company is currently in search of a Customer Success Manager. This passionate individual will be responsible for driving customer success and the expansion of the relations and future growth.

Position

• Position title: Customer Success Manager
• Department: Customer Success
• Reporting to: Divisional Owner (Customer Success)
• Job Purpose:

Responsible for driving customer success by building relationships with

customers, as they transition from the sales to the support stage. This role

will drive the expansion of the relations and future growth. Success in this

role will be defined by an overall decrease in client churn and an increase

in customer happiness and product utilisation.

Requirements

Minimum education (essential)

• BCom or BA degree in relevant field

Minimum education (desirable)

• Qualification in Customer Psychology, Communication and Marketing

Minimum Applicable Experience (years)

• 6 years of which 4 years managing a team

Required Nature Of Experience

• Experience in the services industry
• Team Management and Mentoring
• Customer Relationship Management
• Customer Experience / Client Engagement
• Customer Success
• Customer data driven reporting
• Strategy compilation and implementation
• Customer retention

Skills And Knowledge (essential)

• Google for Business / Microsoft
• CRM Systems (i.e. ZOHO)
• Customer complaint handling
• Presentation skills

Skills And Knowledge (desirable)

• Education and/or School Operations
• Customer onboarding and training

Other

• English and Afrikaans
• Based in Pretoria, Gauteng

Key Performance Areas, Weights and Objectives

Team Management 40%

• Establish, improve and ensure active management of teams KPAs with frequent feedback.
• Ensure there is appropriate and continuous team training and mentoring.
• Monitor correct use of internal systems.
• Monitor and manage peak times.
• Manage relevant HR related processes (i.e. recruitment, onboarding, offboarding, leave, claims, performance management etc.).
• Enhance and encourage a culture of client service and d6 values.

Reporting 10%

• Implement and maintain metrics to monitor client retention.
• Report on agreed strategic and operational metrics.
• Customer Success

Management 50%

• Implement initiatives to drive and monitor client retention.
• Implement initiatives to drive and monitor product utilisation.
• Establish clear retention goals and process milestones strategies.
• Implement proactive strategies to manage customer complaints and concerns.
• Seek to improve all aspects of the customer experience with the company.
• Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value.
• Maintain a detailed understanding of products and services.
• Liaise with various internal and external stakeholders on a continuous basis.

Team Management 40%

• Establish, improve and ensure active management of teams KPAs with frequent feedback.
• Ensure there is appropriate and continuous team training and mentoring.
• Monitor correct use of internal systems.
• Monitor and manage peak times.
• Manage relevant HR related processes (i.e. recruitment, onboarding, offboarding, leave, claims, performance management etc.).
• Enhance and encourage a culture of client service and d6 values

Salary: Market Related