Customer Success Manager
Solid Systems
- Johannesburg, Gauteng
- Permanent
- Full-time
- Client Relationship Management: Cultivate and sustain strong client relationships from onboarding to offboarding, serving as their primary contact and fostering continued business.
- Account Management: Manage client accounts to ensure alignment between billed and supported services, promptly addressing discrepancies and facilitating account renewals and updates using our Account Management Life Cycle.
- Project Management: Administer project-related tasks, managing client issues, escalations and ensuring project completion internally.
- Issue Resolution: Facilitate the swift resolution of escalations or complaints, minimizing disruptions to client operations by collaborating closely with the technical team.
- Service Satisfaction and Retention: Monitor and maintain client satisfaction through our Customer Thermometer, promptly addressing potential churn risks, and identifying opportunities for service delivery improvement.
- Service Trend Analysis: Track and report on client satisfaction surveys and ticket performance monthly, highlighting successes and failures, providing insights for effective service delivery.
- Client Advocacy: Advocate for client needs within the company, addressing feedback and collaborating with internal teams to improve service delivery.
- Technology Advisory: Monitor and evaluate the performance of implemented solutions and services; collaborate with the Technical Team to advise clients on roadmaps for suitable IT solutions, ensuring they align with client goals and industry standards.
- Administration and Reporting: Manage all client account activity in the Professional Services Automation (PSA) system to maintain up to date records of client interactions and services that will inform decision making.
- Customer Training and Education: Provide ongoing training and education on our services and emerging technologies to empower clients to optimally use our products and services.
- Collaboration with Sales and Marketing: Work with the sales and marketing team to identify opportunities for upselling and cross-selling, ensuring clients are informed about our full range of services.
- Continuous Improvement: Continuously seek feedback from clients and internal stakeholders to identify areas of improvement to refine services and enhance the overall client experience.
- Bachelor's degree in information technology, Computer Science, Business Administration, or a related field.
- Proven experience as a Customer Success Manager, Technical Account Manager, Customer Relations Manager, or similar role within the MSP environment.
- Strong technical background and aptitude with a solid understanding of IT support, cybersecurity, and cloud services, particularly within the Microsoft ecosystem.
- Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal teams.
- Strategic thinker with the ability to translate business needs into technical solutions and retention strategies.
- Strong time management skills with the ability to work independently as well as function well in a team environment.
- Results oriented person with the ability to focus on achieving measurable outcomes and delivering value to clients.
- Ability to take ownership and accountability of client accounts, ensuring that commitments are met, deadlines are adhered to and expectations are met.
- Ability to manage multiple accounts and projects simultaneously, ensuring timely delivery, client satisfaction, and retention.
- Commitment to our purpose of strengthening human connections and making a positive impact in people's lives.
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