Customer Success Manager at Electrum

Job Overview

You will implement the best customer success processes to delight customers and limit churn with an emphasis on improving monthly revenues and helping customers attain maximum return on investment - their success is your success. You will also share your customer insights for what customers really want with the marketing, sales and product teams to enhance messaging, offer solution benefits and drive customer value. Most of your day will be spent communicating with customers to ensure that they are well informed about the current state of their business, that any outages are well communicated and ensuring issues are resolved timeously and escalated appropriately. You will be responsible for seeking out cross-sell and up-sell opportunities that are aligned to their business goals and suggest improvements to increase customer satisfaction. You will be measured through successful customer satisfaction scores, high net promoter scores, customer retention based on monthly revenues and frequency of customer engagements, all of which you will consistently report on. You will join the marketing and sales team and work closely with the product, professional services and technical support teams.
What you’ll do

• Be Electrum’s cheerleader and create loyal customers
• Be the voice of the customer to Electrum
• Guide new customers through onboarding
• Improve customer lifetime value
• Attend and lead operational meetings with the client
• Generate, distribute and explain reports, where necessary, to the client
• Requirements
• 3 -5 years of customer success management experience
• A proven track record handling a number of customers simultaneously
• University degree would be advantageous
• Strong drive for results
• Knowledge of customer success processes
• Proactive, strong communicator with great teamwork
• Integrity, including executing on your promises and paying attention to detail
• Empathy, going the extra mile for your customers while balancing the interests of Electrum
• Ability to position technical solutions in a business context

Benefits

• Excellent working environment with a strong emphasis on good work/life balance
• Career growth opportunities within a fast growing company
• Access to internal training across company activities
• Access to external training opportunities in payments and the business environment
• Home office support including internet, computer hardware etc
• Participation and contribution to the company strategic planning process
• High level of autonomy with a discretionary budget to spend as you see fit
• Excellent but compulsory life and income protection insurance, you can choose your own medical aid
• Generous leave policy with extra leave over the festive season
• On site gym, bike parking, showers and towel service
• Family style cooked lunches, snacks and great coffee

Why Electrum?
Electrum is an exciting business to business software company that is growing at an exponential rate. We build cloud-based transaction processing software for digital goods and services, money transfer, payments and the back-office tools to reconcile the transactions. We deliver these solutions through a SaaS model. Our customers include South Africa's biggest household names in banking, retailing and telecommunications. We are looking for you to help us extend our reach. We hire extremely smart people and offer great opportunities for personal growth and career progression. You will be joining a dynamic, highly skilled and delivery focused team. Our work environment is relaxed yet results-driven. Added benefits include 25 leave days, new MacBook Pro, bursary programmes, participation in bonus schemes, cool invested colleagues, a trendy office space, free healthy cooked lunch, regular social events and flexible working hours.