Customer Success Manager (Office and Remote)

Short Job Description: 

A social technology agency that provides brands and agencies across Africa with the tools to take control of their interactions with clients. Partnering with world class-leading social research and engagement platforms that provide our clients with the best possible tools for maximising the potential of each social customer touchpoint, is looking for a Client Success Manager (Account Manager).

Where will the candidate work from, if not home based? (Town/Suburb or state work-from-home): 
Westlake Tokai, office and remote
Select which one of these best describes the role: 
Full time - with flexibility
Main area of expertise for this position: 
Management - IT/ Computers/ Software
Customer Relationship Management
Other - Marketing, Media and Digital Media
Sales Account Manager
Required Qualification: 
Relevant Bachelors
Required computer program skills: 
MS Office
Estimated hours (state hours per day or week): 
Office 9h00 am to 13h30 pm afternoons remote Mon to Thurs - Friday remote
Remuneration in ZAR: 
R25 000 pm neg.
Remuneration term: 
Monthly
Job posting date: 
Monday, October 7, 2019
Full Job Description: 

RecruitMyMom supports Moms through all life stages. We understand the need amongst some candidates and employers, with gender advancement opportunities, for full-time office-based positions. These are carefully considered and may be advertised on our site from time to time.

The client base is within the Retail and Financial Services space, the purpose of the role is to help manage relationships and provide pre and post-sales support.  The role reports to the Director and the Customer Success Manager and will focus on the day to day running of the current client base as well as identifying areas where clients might benefit from the rest of the product suite. To be considered for this role you will have Agency or Digital (client-side) experience and be a proven self-starter who naturally delights their customers with a proficiency in the digital space and personable manner. You will work within a small, highly motivated team that believes in working hard and smart but who feel the workplace should ultimately be a fun environment. You should have a thirst for knowledge in all things digi-tech and be looking to move from a cog in a massive machine to an integral part of an expanding start-up.

Responsibilities:

  • Manage and maintain relationships with a portfolio of clients
  • Ownership and accountability of trials and pilots
  • Implementing a trial management process and liaising with Business Directors to enforce it
  • Skill up on all partner SaaS solutions
  • Participate in developing partner/client marketing material and initiatives
  • Manage internal social channels 
  • Identify up and cross-selling opportunities with existing clients
  • Work alongside clients to plan and rollout social customer care operations and procedures, ensure metrics are in place for reporting to provide business heads with data-rich reports in order to make knowledgeable business decisions.
  • Analyse and report on customer performance and retention for clients, ensuring engagement is managed and customer service channels are managed, and SLA’s are maintained.
  • Delve into analytics to identify key performing areas and highlight areas requiring improvement, make recommendations and coordinate the roll-out plan to make the enhancements.

Requirements:

  • Bachelors Degree or comparable experience
  • Able to understand client needs and business workflows and communicate needs to the support team.
  • You will be a problem solver, able to follow-up on issues, ensure they get resolution and the client communication loop is closed.
  • Able to easily carry out software demos and presentations, articulate a product vision and key differentiators.
  • Be process-driven and ensure processes for client setup and implementation as well as follow through to manage day to day activities and client support requests.
  • Ability to conduct training sessions for clients and provide the corresponding training manuals.
  • Excellent communication skills with business level proficiency in English.
  • Self-starter who shows initiative and who does not need to be micromanaged.
  • Organisational skills with attention to detail and good time management.
  • Comfortable with ambiguity in your role and adapt easily to ever-changing needs and demands.
  • Flexible and able to travel locally and internationally 5% of the time.
  • Authorised to work in South Africa.
Application process:
Before applying check that your CV is comprehensive and that the roles and responsibilities demonstrate your capabilities and experience rather than a list of tasks. Always write in full sentences. You have up to 12 places of previous employment to demonstrate your skills, use as many as you feel are required but always include more than one. Write a motivational email explaining why you should be considered for the role. The motivational email will be seen before the CV and is submitted to the client with the CV. If you have not heard back within 14-21 days please assume the application was not successful.

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