Customer Success Manager - CM.COM NV - Table View

We connect CM.com CM.com is a fast growing, listed, and global tech company. We offer over 40 software products to our customers, which you've probably already touched by receiving text or WhatsApp messages, buying tickets for festivals or while chatting via an AI chatbot for your support questions. We help create the ultimate customer experience for our customers to you, the end user. All tech stuff, but we believe people make the difference. And that is exactly what our bright bunch of ambitious caring colleagues do. Every day. Together. Entrepreneurial people are the beating heart of our club. And this way, we can take on any challenge that comes our way. Our credo has been the same since the beginning in 1999: "Do what you like, do what you're good at, and contribute". To help us achieve this mission we are looking for an experienced Customer Success Manager(CSM), who has a passion for technology in a fast-paced environment, with proven success in building strong customer relationships, while helping them achieve their business objectives. What you will do We are actively seeking a Customer Success Manager to join our Cape Town office. The onboarding phase is where the journey really starts with the CSM. The CSM is the primary point of contact for the customer, while working closely with cross functional teams to manage expectations and achieve the clear goals. This activity can be across multiple products from the CM.com product portfolio. You the CSM will, amongst others: The CSM represents the customer within the local and global CM.com business. Your interactions with the customer will be via multiple channels of communication, as well as in person. Ensuring the customer is fully trained and supported with the Product | Solution implemented, as well as the CM.com platform. It is essential to ensure the customer is fully enabled in a timely manner to realise their success. During the entire customer journey you will be nurturing multiple relationships with key stakeholders. As you gain a comprehensive understanding of the customers business , you will start to build a joint journey with the customer - This is never in isolation to the Sales Team, it is always a collective effort. This journey will cover 4 critical phases _ Adoption, Retention(Renewals) , Expansion and ultimately Customer Advocacy. Part of the success in your role is reflected in onboarding a satisfied and successful customers. Continuous engagements to build strong relationships with cross functional Global Teams. Orientate and encourage customer feedback through post onboarding surveys, product surveys, NPS Score surveys. This is an important element. Identify potential upsell and cross sell through your engagement with the customer. At no point is Sales or CSM out of the communication loop - for the customer we are one account team. Proactively identify and communicate any risk in the account and manage through an agreed mitigation plan. You connect with us if you have: Completed relevant Tertiary qualification 5 years experience in Project management, Account management or Customer An appetite to learn and be part of a fast paced, for ever changing environment Independent and a mature approach to work Customer centricity is part of your DNA Experience working in a SaaS environment Experience working with Salesforce or Totango, is an advantage Benefits of working CM.com In our Global Onboarding program, we want you and all our other new Club Members to have a complete deep dive into the culture of CM.com. An exciting program will be waiting for you We offer 22 days leave per annum Friday Lunch Medical aid contribution An employee stock purchase plan (ESPP) - a program in which participating employees can purchase company stocks at a discounted price. Ready to join the Club? Apply now Apply via the company website and the assigned Recruiter will be in touch. See you soon We are transparent, humble, and approachable regardless of age, culture, background, gender, or religion e.g. Everyone is allowed backstage and allowed on the VIP deck, together. Apply Now

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Customer Success Manager - Table View

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