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Customer Success Manager (Diligent Boards) (JHB Hybrid)

Johannesburg – Gauteng

GUARANTEE an exceptional customer experience, revenue retention and referrals across the African continent as your expertise as highly ambitious Customer Success Manager is sought to manage a portfolio of accounts of a dynamic Joburg-based Software Solutions Specialist. You will serve as the primary liaison for customer relationships, 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. Applicants will require 1-3 years’ work experience in Customer Success or Account Management (preferably in a SaaS environment) including experience in the Corporate Governance field.
  • Customer Engagement: Proactively engage with customers to understand their needs, challenges, and goals.
  • Training and Onboarding: Facilitate smooth onboarding processes for new customers, including training sessions to ensure they can effectively use the product.
  • 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, and work with the Global Diligent Support Team to resolve these promptly.
  • Product Adoption: Encourage and support customers in maximizing their usage of product features and functionalities to meet their governance and collaboration needs.
  • Customer Advocacy: Serve as an advocate for customers, 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, whether through process improvements, additional support services, or customized solutions tailored to specific customer needs.
  • 1-3 Years of experience in Customer Success or Account Management (preferably in a SaaS environment).
  • Experience in the Corporate Governance field.
Advantageous –
  • Experience in Sales CRM applications such as Salesforce.
  • Experience as a Company Secretary.
  • Experience in other Board Management Solutions.
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.

+ 27 (0) 21 741 0400