Customer Success Manager (Syft Analytics) at Xero

About the Job

• As a Customer Success Manager, you will ensure the retention and support of the existing customers of Syft Analytics by working closely with a key portfolio of local and international customers. These customers are typically accounting practices and small businesses in English speaking markets.
• Your responsibilities will include onboarding customers, providing solutions to customers in the form of workarounds and explanations, supporting all internal teams with technical questions relating to Syft Analytics, and building relationships with your customer base.
• After completing this application, please also complete this form.
• This role is a full time, in-office position in Johannesburg, South Africa.

What you'll do

• Onboard customers by teaching them how to use the software.
• Provide customers with advisory services on how to implement the software effectively.
• Support customers by resolving any technical issues (e.g. user errors and software issues) that the customer may be experiencing.
• Retain customers by driving customer knowledge on analytics and how our software can solve their problems in this space.
• Expand the revenue of existing customers by upselling customers to higher plans.
• Build positive, long-lasting relationships through customer engagement.
• Exhibit in-person at various accounting conferences locally and internationally.

Success looks like

• Providing exceptional support and advice for our customers.
• Being adaptable to grow with the changing needs of our business and customers.
• Collaborating effectively with all teams across Xero.
• Capturing and sharing feedback from customers regarding improvements to the platform.

What you'll bring with you

• A commerce degree from a top-tier university (accounting as a subject is beneficial).
• Prior customer support experience.
• A willingness to work alternative hours (05:00 - 13:30; 09:30 - 18:00; or 14:30 - 23:00 SAST).
• Communication skills, both verbal and written.
• An interest and understanding of technology and information systems.
• A proactive approach to work.
• Great problem-solving skills.
• A growth mindset.
• A passion for creating great customer experiences.
• The motivation to join a fun, high-performing team in a fast-paced and dynamic work environment.