Customer Success Portfolio Manager at EMGuidance

Job Overview

• The Customer Success Portfolio Manager is responsible for ensuring that the customer is setup and onboarded based on what was sold to them. This role is also responsible to ensure that any support issues are addressed for the customer. Furthermore, through the development of usage and other insights they must work with the customer to ensure that they are gaining benefit from the solution and using what they have purchased to the maximum.
• As a Customer Success Portfolio Manager, you'll be concerned with ensuring the customer is highly satisfied with the solution, by delivering on their requirements, and developing relationships with customers. Any new opportunities for upselling and/or cross-selling to the customer must be discussed and handed over to the sales executives to close.

Job Requirements
The following points outline the job requirements:

Operations:

• Work closely with the Sales Executives once the client issues an order and the high level requirements document is created.
• Once the high level requirements document is signed off by the client, develop a more detailed implementation document based on what was sold.
• Ensure that all the necessary client sign-offs are received to take the customers requirements into production.
• Configure and setup with requirements in the solution.
• Onboard the customer with the solution setup.

Support:

• Once the client logged an issue ensure it is tracked until the customer confirms they are satisfied the issue is resolved.
• Provide regular feedback to the customer.
• Coordinate internal resolution of the matter and ensure team members provide feedback.
• Escalate where necessary to ensure timeous resolution.

Success for customers:

• Enable the customer to proactively analyse usage of the solution.
• Enable the customer to develop insights that will be useful in various aspects of their business.
• Find innovative ways for customers to gain maximum benefit of the solution.
• Share customer insights with the sales executive and work with them to develop upsell and cross-sell opportunities.
• Share customer insights with marketing to assist marketing with penetration and increasing usage.
• Build success plans and key milestones.
• Monitor customer health.
• Gather feedback from customers.
• Use deep intelligence to deliver more value with existing products.
• Understand customer needs for logical expansion.
• Build relationships as trusted advisor.
• Use deep intelligence to deliver more value through upselling and cross-selling.

Key Performance Areas:

• Achieve customer satisfaction indicators as agreed with management within specified timeframes.
• Delivers an outstanding client experience.
• Works in collaboration with the team, developing good working relationships.
• Ensures compliance with EMG’s values, policies and standards, and ensures compliance with all local statutory requirements.

Skills/Attributes of candidate:

• Action orientated.
• Ability to take initiative and not give up.
• Ability to think out-of-the-box to gain high levels of customer satisfaction.
• Ability to set priorities and have high flexibility to adjust based on changes in priorities.
• Attention to detail.
• Good relationship building skills.
• Good verbal communication skills.
• Good written communication skills.
• Good research skills.
• Good documentation skills.

Experience:

• Experience in customer support.
• Experience with setting up customer services and onboarding.
• Proven ability in customer success that achieve high levels of customer satisfaction.
• Account management experience is required.
• Confident communicator that has worked with different levels in a customer and varying customer priorities.
• Positive and determined approach to researching and analysing business opportunities.
• Medical / healthcare experience is preferable.
• Computer proficiency to configuring solutions on customer management systems.

 
Qualifications:

• Nursing or Pharmacist or Pharmacy Assistant or Pharmaceutical Sales Representative.
• Business Management Degree/Diploma.
• Customer Service or Sales certification.

Reporting to: 

• COO/CSE

Salary Range

• R25 000 - R35 000

Contact Person

Reabetswe Matshaba

Please forward applications to c[email protected]

If you do not receive feedback within 3 weeks of submission please consider your application unsuccessful and kindly keep an eye on our website and other career sites for future opportunities that may arise.