Customer Success Associate at PwC South Africa

As a Senior Associate, you’ll work as part of a team of problem solvers with extensive consulting and industry experience, helping our clients solve their complex business issues from strategy to execution. Specific responsibilities include but are not limited to:

•     Proactively assist in the management of several clients, while reporting to Managers and above
•     Train and lead staff
•     Establish effective working relationships directly with clients
•     Contribute to the development of your own and team’s technical acumen
•     Keep up to date with local and national business and economic issues
•     Be actively involved in business development activities to help identify and research opportunities on new/existing clients
•     Continue to develop internal relationships and your PwC brand

The Customer Success Associate is responsible for ensuring the success of a portfolio of the customer experience accounts. You will be the main face and voice for our customers ensuring an excellent customer service experience as well as working closely with the customer experience team (understanding the needs and motivations of the customer and communicating these to the internal teams).
The Success Associate will bring ideas, innovations, and capabilities to customers and match these to the customers' business goals, driving greater value and alignment between the customer experience team and the customer.  You will be a trusted advisor to our largest customers, orchestrating our success services and providing best practices in areas such as Adoption, Business Metrics and Feature Usage. Other services include change management, analytics/insights, business reviews, recommendations, renewals, platform development and support advice. You will be the advocate for the client and responsible for post sales success. Customer Success helps customers to avoid pitfalls by educating them, sharing best practices, offering guidance and acting as an early warning system when potential issues are identified so that they can be addressed.
 

Undergraduate degree (postgraduate degree will be highly advantageous)
    Highly beneficial to have any Salesforce.com product certifications prior to joining. It is expected that you will gain the following certifications as part of the role requirement and on boarding process in the first 6 months:

•     SFDC Certified Administrator
•     Sales and Service Cloud Consultant Certification
•     All required Salesforce Trailhead modules
•     3 years’ working experience
•     Experience in an environment requiring business acumen, key account management will be strongly advantageous
•     Significant customer facing experience leading enterprise customers through business or technology transformations with large account/project management experience
•     Experience with account management
•     Credible and effective advisor and coach, especially around change management (cultural, technical and business)

Knowledge of customer-centric principles

•     Excellent problem-solving, negotiation and decision-making skills required to keep projects moving forward in the face of obstacles.
•     Ability to handle difficult customers or situations and can demonstrate resolutions. Risk mitigation.
•     Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
•     Good design and presentation skills
•     Strong business and technical acumen
•     Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation
•     Ability to prioritize, multi-task, and perform effectively under pressur