Client Success Manager at Smollan

Job Purpose

• The Client Success Manager is responsible for managing and growing an existing portfolio of clients, strengthening relationships, ensuring value delivery and driving client retention and long-term commercial growth.
• The role works closely with internal delivery and commercial teams to ensure client requirements are understood, solutions are effectively implemented, and services are delivered in line with contractual agreements.

Responsibilities:

• Manage and maintain strong relationships with client stakeholders, including senior management.
• Understand client business objectives and identify opportunities to enhance the value of DataOrbis’ data and analytics solutions.
• Oversee the accurate and timely delivery of reports, analytics and client-specific solutions.
• Coordinate with internal teams, including Projects, Business Intelligence, Data Visualisation, Operations and Data Integration, to ensure effective service delivery.
• Manage client queries, ad hoc requests and escalations, ensuring timely resolution.
• Identify opportunities to expand existing client accounts and develop proposals for additional services.
• Lead annual client reviews and contribute to contract renewals, negotiations and commercial discussions.
• Coordinate the onboarding and implementation of new services and ensure alignment with client requirements.
• Manage client training, workshops and presentations on DataOrbis reporting applications and solutions.
• Maintain accurate client and commercial information within relevant systems, including NetSuite.
• Lead, support and develop team members through performance management, coaching and ongoing development.
• Contribute to internal projects, process improvements and client success initiatives.
• Travel regionally and internationally as required.

Job Requirements

Minimum Requirements

• Matric or equivalent.
• A tertiary qualification or relevant certification in Commerce, Marketing or a related field.
• At least 8 years’ professional experience in FMCG, consumer goods, marketing, data management or a related industry.
• A minimum of 3 years’ experience in a client-facing, consulting or business development role, engaging with senior stakeholders.

Knowledge and Skills

• Strong client relationship management and stakeholder engagement skills.
• Commercial acumen and financial understanding.
• Strong analytical, numerical and problem-solving abilities.
• Ability to interpret business reports and translate data insights into actionable recommendations.
• Knowledge of FMCG, consumer goods and related industries.
• Understanding of data warehousing principles and data modelling.
• Strong communication, presentation, planning and organisational skills.
• Experience in team leadership, performance management and people development.
• Proficiency in Microsoft Office, particularly Excel.
• Experience with NetSuite, JIRA, SharePoint and other relevant business systems would be advantageous.

Additional Requirements

• Ability to manage multiple priorities and deliver within agreed timelines.
• A client-focused approach with strong attention to detail.
• Willingness to travel regionally and internationally when required.