Job Summary
Our client based in Durban has a position available for a Senior Customer Success Manager.
Although this is a work from home role - ideally candidates should be based in Durban; as fortnightly face to face management meetings are held.
ABOUT THIS ROLE
The purpose of the Customer Success Manager is to take ownership of, and to ensure that the
Customer Success Team empowers and supports key stakeholders within the Brands (and
Restaurants) that we service, to use our products and services to their full potential, and to
maximise the value they receive.
AS OUR CUSTOMER SUCCESS MANAGER, YOUR MISSION WILL BE TO:
- Own the customer success strategy by converting sales prospects into active users.
- Provide guidance and leadership to the Customer Success Team with a focus on building long term customer relationships and customer loyalty.
- Drive significant growth of transactions through the Platform by proactively suggesting ways for the customer’s business to succeed.
- Position the company as a trusted invaluable part of the restaurants’ digital sales and consumer relationship efforts.
KNOWLEDGE AND SKILLS
- Bachelor’s Degree in a relevant field.
- ± 10 Years’ experience in a customer relationship and team management role.
- Experience selling "software as a service" is essential!
- Ability to build and manage a high-performance team of Account Managers.
- Experience in configuring and managing Customer Relationship Management systems.
- Definition and measurement of strategic KPI’s for the Customer Success Department.
- Excellent written, verbal and presentation skills.
- Experience in training and development is an advantage.
- An ability to work on multiple projects simultaneously.
- Strong numerical proficiency.
- Able to self-manage and run independently with initiatives.
- Ability to problem solve.
- Ability to work across teams.
KEY TASKS AND RESPONSIBILITIES
- Understanding what customers want from the company in order to maximize ROI for brands and restaurants.
- Review and update existing CRM and deal management processes and systems to support the sales and marketing strategy.
- Increase the number of new restaurants enabled on the Platform that belong to the global brands who endorse the use of our products and services.
- Increase the number of products and services being utilised by existing restaurants enabled on the Platform.
- Identify and implement Key Metrics to measure success of the Customer Success team.
- Prepare and report on monthly team performance in line with the director approved budget.
- Aid in strengthening brand culture and equity, working closely with the Marketing Manager, Brand and Merchant Account Managers, as well as the HR Manager to make sure the company brand values, image and culture are understood and followed by all members of the Customer Success team.
- Research and analyse competitors, target markets and channels, as well as trends to support marketing programs and brand innovation.
