Customer Success Manager (Hybrid) at CLS Human Capital Specialists

Requirements

Minimum education (essential)

• BCom or BA degree in relevant field

Minimum education (desirable)

• Qualification in Customer Psychology, Communication and Marketing

Minimum applicable experience (years)

• 6 years of which 4 years managing a team
• Required nature of experience
• Experience in the services industry
• Team Management and Mentoring
• Customer Relationship Management
• Customer Experience / Client Engagement
• Customer Success
• Customer data driven reporting
• Strategy compilation and implementation
• Customer retention

Skills and Knowledge (essential)

• Google for Business / Microsoft
• CRM Systems (i.e. ZOHO)
• Customer complaint handling
• Presentation skills

Skills and Knowledge (desirable)

• Education and/or School Operations
• Customer onboarding and training

Other

• English and Afrikaans
• Based in Pretoria, Gauteng

Key Performance Areas, Weights and Objectives

Team Management 40%

• Establish, improve and ensure active management of team’s KPA’s with frequent feedback.
• Ensure there is appropriate and continuous team training and mentoring.
• Monitor correct use of internal systems.
• Monitor and manage peak times.
• Manage relevant HR related processes (i.e. recruitment, onboarding, offboarding, leave, claims,  performance management etc.).
• Enhance and encourage a culture of client service and d6 values.
• Reporting 10%
• Implement and maintain metrics to monitor client retention.
• Report on agreed strategic and operational metrics.
• Customer Success

Management 50%

• Implement initiatives to drive and monitor client retention.
• Implement initiatives to drive and monitor product utilisation.
• Establish clear retention goals and process milestones strategies.
• Implement proactive strategies to manage customer complaints and concerns.
• Seek to improve all aspects of the customer experience with the company.
• Promote an energetic fan base for products and locate brand ambassadors to share the product's benefit and value.
• Maintain a detailed understanding of products and services.
• Liaise with various internal and external stakeholders on a continuous basis.

Team Management 40%

• Establish, improve and ensure active management of team’s KPA’s  with frequent feedback.
• Ensure there is appropriate and continuous team training and mentoring.
• Monitor correct use of internal systems.
• Monitor and manage peak times.
• Manage relevant HR related processes (i.e. recruitment, onboarding, offboarding, leave, claims, performance management etc.).
• Enhance and encourage a culture of client service and d6 values