Customer Success Manager at FinChatBot

Customer Success is about “what” and “how” we will deliver value throughout the customer product lifecycle with the key purpose of understanding customer expectations to be delivered. Customer Success Manager role is about building optimum customer relationship management, extraordinary accounts management and driving performance revenue. We aim to achieve these through strategic customer relationship retentions and optimization processes.

What the job involves

The ideal candidate will work with the Head of Customer Success to co-create and execute our customer engagement functions and objectives with internal teams to ensure we build strong business relationships, optimize product/service performances, manage product lifecycle and support business development initiatives, and, projects support. You will evaluate and manage KPIs, and critical performance metrics whilst collaborating with internal teams.

Areas of responsibilities

Business Relationship Management

• Manage multiple clients across several industries and sectors with the aim and purpose of enhancing daily performance
• Manage and oversee all marketing partnerships including performance reporting, financial budgets ensuring campaigns are delivered on time, tracked efficiently and within budget
• Build strong relationship with clients through continuous communication and interaction
• Identifying and ensuring delivery against client requirements and expectations 
• Understand client business activities and organisation structure

Service/ Product Performance Optimization

• Qualitative and quantitative data collection throughout the customer lifetime cycle and identifying opportunities then creating value propositions to exploit
• Creating and implementing a customer analytics strategy that yields best-in-class service delivery by leverage existing and additional relevant technologies for reporting and analytics across customer service, and other customer facing functions/channels
• Facilitate the creation, development and management of effective digital performance campaigns on various diverse channels. Performance must be aligned to the clients’ KPIs and KPOs
• Conduct and record performance optimization exercises by gathering information through Chatbot Audits, A/B Testing and reviewing Rating System feedback from customers

Product Lifecycle Management

• Provide strategic planning, objectives and recommendations with thought leadership and proactive initiatives to enhancing product performances
• Examine the product’s life cycle to help analyse and determine the need to develop new products/services to continue generating sales
• Measuring and tracking delivery return on investment (ROI) on identified transformation opportunities for customer experience, along with driving continuous process improvement culture across Customer Experience

Business Development Management

• Identify, nurture and acquire new clients and business opportunities within existing clients to drive growth and profitability
• Identify the strategies and opportunities of growth in the form of upselling and cross selling within business relationship 
• Understand our product offerings and service catalogue in order to determine sales cycles

Project Support

• Gather customer expectations and competitor information of customer experience to provide insights, solutions and recommendations 
• Work proactively with the customer engagement teams and well and the delivery teams within the business (CSM, Marketing, Sales, etc.)
• Deliver client satisfaction through results driven campaigns according to expected KPI’s and objectives whilst providing conversational AI education

Your key skills

• Problem-solving
• Account Management
• Tracking and Reporting
• Leads generation and Sales conversions
• Change Management
• Innovation and Process Redesign 
• Thought Leadership
• Customer Experience
• Persuading and influencing
• Deciding and initiating action
• Planning and Organization
• Leading teams

Requirements

• Grade 12/ Tertiary Education minimum NQF level 4
• B-Degree a requirement or Honours degree advantageous
• Strong account management
• Solid experience in digital leads and sales generation
• New Business Development / Acquisitions (advantage)
• Good understanding online classifieds
• Proven track record in digital / online sales
• Minimum of 5 years’ experience in a B2B environment 
• Minimum 5 years working with MS Excel
• Working knowledge of Google suite of products ie. Google Sheets

Why you should apply

• Competitive salary package
• Flexible working environment
• Friendly, collaborative and supportive working environment with exceptional learning and growth opportunities