Customer Success Manager - Saas | Rosebank - Johannesburg
Salesworx
Our client is a leading technology partner in South Africa, their story is one of passion, commitment, and innovation. They continue to help more businesses leverage the power of GRC technology to achieve their goals. They are looking at growing their team and are recruiting for a Customer Success Manager to manage a portfolio of accounts and guarantee an exceptional customer experience, revenue retention and referrals across Africa. Being the primary liaison for customer relationships for a product solution, the CSM will engage in proactive account management tasks and work closely with other team members to facilitate successful customer onboarding, training, support and ongoing relationships, ensuring sustained satisfaction over the long term. Requirements Key Responsibilities · Customer Engagement: Proactively engage with customers to understand their needs, challenges, and goals related to Diligent Boards. · Training and Onboarding: Facilitate smooth onboarding processes for new customers, including training sessions to ensure they can effectively use solution. · Relationship Building: Build and maintain strong relationships with key stakeholders within customer organizations, including board members, executives, and administrators. · Issue Resolution/Support: Act as a first point of contact for customers to address any concerns, questions, or technical issues they encounter while using the solution, and work with the Global Support Team to resolve these promptly. · Product Adoption: Encourage and support customers in maximizing their usage of the solution features and functionalities to meet their governance and collaboration needs. · Customer Advocacy: Serve as an advocate for customers within the solution, representing their interests and feedback to relevant internal teams to drive product improvements and enhancements. · Renewals and Expansion: Work closely with the sales and expansion teams to ensure customer renewals and identify opportunities for upselling or cross-selling additional products and services. · Continuous Improvement: Continuously seek ways to enhance the customer experience with companies offerings, whether through process improvements, additional support services, or customized solutions tailored to specific customer needs Required Experience · 1 to 3 years of experience in customer success or account management (preferably in a SaaS environment) · Experience in sales CRM applications such as Salesforce (advantageous). · Experience as a Company Secretary (advantageous). · Experience in the Corporate Governance field. · Experience in other Board Management Solutions (advantageous). Behavioural Skills & Soft Competencies Work Ethic and Attention to Detail: Possesses a strong work ethic, commits to excellence and demonstrates meticulous attention to detail with a genuine passion for accuracy in all endeavours. Communication Skills: Excellent communication abilities and adept relationship management skills, capable of effectively handling various stakeholders and senior executives concurrently. Enthusiastic about technology: Possessing a solution-oriented approach focused on identifying strategies to ensure customer success. Customer-Centric Approach: The candidate exhibits a desire to exceed customer expectations by delivering exceptional service and value. The candidate is capable of effectively transferring knowledge and conducting personalised one-on-one training sessions. Adaptability: The candidate must be adaptable and flexible to navigate changing customer requirements, organizational dynamics, and evolving product features and functionalities. Professional Communication and Relationship Management: Display professional business etiquette in all interactions, ensuring effective communication. Proficient in managing client expectations and fostering strong client and stakeholder relationships Working environment & travel: Exceptionally busy, team-orientated environment. This role could require some travel. Drivers license and own transport is essential. Working hours: 07h30 16h00 or 08h00 to 16h30 or 08h30 to 17h00 Benefits Market related
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