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.
DUTIES AND RESPONSIBILITIES:
- 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
- Relationship Management
- Industry Knowledge
- Problem Solving
- Managing Expectations
- Active Listening
- Technical Skill
- Reading and Writing
- Strategic Planning
- Time Management
- Data Integration
- Project Management
- Creative Thinking
- Cross-Selling and Upselling