Customer Success Manager (JB1854)
Johannesburg North, Gauteng
R25 000 – R37 500 per month
Duration: Permanent
Overview
As the Customer Success Manager you will provide remote customer success management services in English and/or German to a Swiss FinTech company who provides a cloud platform that digitizes communications and order/claim processes for insurance and real estate management companies.
Minimum Requirements:
- Bachelor’s degree
- Minimum of 4 years relevant experience
- Strong customer orientation skills
- Robust customer interaction skills
- Maintaining a positive, empathic, and professional attitude towards customers at all times
- Able to conceptualize solutions
- Ability to troubleshoot and work under pressure
- Positive, encouraging, and enthusiastic
- Team orientated
- Proficient in Microsoft Office
- Fluent in English (fluency in German highly favorable)
Duties and Responsibilities:
- Customer support and onboarding on cloud-based platform
- Explain and convince customer why registration makes sense
- Support customers throughout the user journey
- Address customer queries
- Answering support tickets from customers and ensuring satisfaction
- Regression testing on cloud platform
- Report on customer experience
- Excellent notetaking on customer interactions, transactions, comments, and complaints
- Providing feedback on efficiency of customer service process
- Training service providers for smooth integration into the network
- Internal communication with all stakeholders, in particular with the Sales and Project Management Teams
- Support the billing process through the clients ERP
- Acting as deputy to the Operations Manager in case of absence
- Helping to conceptualize, build and lead support in SA
