Customer Success Manager

Durban – KwaZulu Natal

A dynamic Managed IT Services Provider in Durban is looking for a Customer Success Manager to ensure that customers have a positive experience with the company, achieve their desired outcomes, and continue to do business while increasing their spend with the company in the long term. The ideal candidate is a precise, detail-oriented, trustworthy, confident yet humble, self-motivated, persistent individual who proactively takes initiative and takes pride in their work. They should possess a comprehensive understanding of the IT industry, with specific knowledge of the products and services offered by the company. Additionally, they should be well-organized, capable of strategic thinking, and adept at managing customer relationships and fulfilling their needs efficiently.
  • Act as the primary point of contact for matters that extend beyond the scope of the services teams.
  • Take ownership of issues, channelling them appropriately, and providing guidance to achieve resolution.
  • Monitor customer WhatsApp Groups to ensure all requests are promptly addressed, as well as identify and intervene in situations that may require immediate attention.
  • Attend training sessions and seminars as directed by the Executive Leadership.
  • Send personalized birthday and business anniversary messages to customers.
  • Review all customer sales requests to ensure they align with the company’s offerings before presenting any quotes to the customer.
  • Perform customer account administration to maintain accurate customer records in the company’s systems, including the customer master account schedule.
  • Manage customer contract documentation to ensure that customers always have up-to-date and signed contracts on file.
  • Engage in self-study to stay informed about current technology trends relevant to customers.
  • Supervise projects carried out by the company on behalf of the customer and assist in the final adoption of these projects on behalf of the company.
  • Attend both customer and internal meetings as per the scheduled calendar.
  • Maintain personal yet professional relationships with customers based on trust, effective communication, and reliable information.
  • Ensure comprehensive knowledge about the customer’s needs and how the company can contribute to their success.
  • Educate customers about the company’s products and services and promote them whenever opportunities arise.
  • Identify, understand, and pursue opportunities within the customer’s environment that align with the company’s offerings.
  • Assist customers in optimizing the use of their contracted services from the company, ensuring they understand what they are entitled to and use it effectively.
  • Coordinate thought leadership and deep dive sessions with customers as needed, involving relevant company staff and external vendors/providers where applicable.
  • Prepare and present quotations, reports, and budgets for IT-related items as required.
  • Identify and report risks within the customer’s environment that could impact their IT systems. Communicate these to the customer with information, recommended actions from the company, and associated remediation costs.
  • Keep track of changes, risks, and upcoming events within the customer’s environment that may affect the company’s engagements and inform the company’s Executive Leadership accordingly.
  • Notify customers of any significant matters that may impact the company or the customer.
  • Advocate for the company.
  • Onboard new customers and services.
  • Follow up on renewals.
  • Encourage upsells and cross-sells.
  • Build relationships between customers and the support team.
  • Be the voice of the customer.
  • Maintain customer contract spend.
  • Maintain customer logos.
  • Grade 12 Senior Certificate.
  • IT Management / Business Degree or Suitable IT Diploma.
  • Proven track record of successful Sales and Account Management Experience.
  • 5+ years of industry relevant Experience.
  • Proficiency with Microsoft Office Productivity applications.
  • Experience working with customers and external audiences.
  • Customer-First Mindset
  • Communication
  • Relationship Management
  • Industry Knowledge
  • Problem Solving
  • Managing Expectations
  • Empathy
  • Active Listening
  • Teaching/Mentoring
  • Technical Skill
  • Reading and Writing
  • Strategic Planning
  • Time Management
  • Data Integration
  • Persuasiveness
  • Project Management
  • Creative Thinking
  • Cross-Selling and Upselling