Customer Success Manager - Johannesburg at Temenos

THE ROLE

• This role is to deliver exceptional customer service, balanced with commercial sensibility such that customers become and remain advocates of Temenos. At its heart, this role is to ensure that the customer experience is exceptional, proactive and focused on business outcomes meeting agreed measures.
• Reporting to the Customer Success Director, the Customer Success Manager focuses on ensuring optimal outcomes for our customers and growing our commercial relationship. The role is a key contributor in developing and implementing sales strategies with senior management.

OPPORTUNITES

• You will develop relationships with senior managers/executives in the banking and financial services industry, in particular our existing customers, to advocate and promote TEMENOS products and services, and to achieve their business outcomes while balancing commercial awareness and sensibility.
• You will execute complex sales campaigns, coordinating internal bid teams, executing sales strategy for each opportunity.
• You will provide accurate forecast information through T-Force (our Salesforce tool).
• You will take a leading role in major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review in line with the major incident management process.
• You will have a good understanding of what Customer Journey and Customer Journey Mapping is.
• You will understand the concept of Customer Advocacy.
• You will formulate strategies for increasing NPS.

REQUIREMENTS

• You should have a proven record of accomplishment of Customer Success and achievement of targets in the banking and financial services sectors, and substantial relevant experience within the same domain (4 years or more).
• You should have at least 4 years` experience in dealing with people at all levels within an organization and show and demonstrate skills with key decision makers.
• You should have an understanding of banking operations and relevant processes (front, middle, back office), thorough understanding of IT processes and implementations from both functional and technical perspectives.
• You should preferably have a university education in relevant business disciplines or relevant experience.
• You should have effective communication, presentation, and interpersonal skills. International exposure and ability to be deployed across region as required - so ideally English and French language skills. French ideal but not essential.

SKILLS

• Care about stablishing interest, trust and credibility towards our clients, but also your internal stakeholders.
• Commit to excellent customer service.
• Collaborate to maintain the highest standards of Temenos through self-motivation, ambition and focus. Be a truly Temenosity ambassador!
• Challenge yourself to keep Temenos at its highest level in the market.