A fast-growing global start-up based in the CBD seeks a forward-thinking, customer-centric and solutions-driven Customer Account Manager to help expand their global customer success program. The role will entail building value at every touchpoint, including calls, emails, and sessions, ultimately understanding customers’ needs and pain points at each stage of the success journey. The data gleaned from the customer success team and engagement plays a key role across upselling, MRR and product insight and feedback. The ideal candidate requires 3-5 years’ experience in a similar role having worked with SME customers in the B2B SaaS/Software industry, have experience with Account Management, CRM software, program processes and structural execution and be able to build and support key relationships that drive upsell and revenue expansion. If you can work seamlessly across diverse teams and projects, then APPLY NOW!
Collaborate closely with technical team members to support renewals and expansion opportunities.
Serve as the primary contact for the onboarding of new Tier 2 and 3 customers.
Drive retention, growth and expansion among the Tier 2 and 3 customer bases.
Drive renewals, expansion opportunities, with the goal of deeper engagement and customer understanding.
Identify various customer advocacy opportunities from case studies, testimonials and referrals.
Identify and analyse feedback to inform feature requests and the product roadmap.
Own certain key KPIs and success metrics.
3 – 5 Years in a Customer Success, Account, or Client Facing, Management role in the B2B SaaS / Software industry.
Experience working with SME customers in the B2B SaaS / Software industry.
Experience building and supporting key relationships that drive upsell and revenue expansion.
Experience with program processes and structural execution.
Experience with CRM software and Account Management.
Experience with HubSpot and Asana is a plus.
Strong communication skills and experience working with cross-functional teams.
Highly organised and detail oriented with a result driven mentality.
Exceptional interpersonal and customer relationship skills.
A flexible approach to problem-solving and outside the box thinking for solutions.
Ability to multi-task while ensuring good time-management skills.
Ability to operate autonomously and effectively.
A passionate, team player.
While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.
When applying for jobs, ensure that you have the minimum job requirements. Only SA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence.
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