Head Of Customer Success at SynergERP (Pty) Ltd

DUTIES & RESPONSIBILITIES:

• Build and lead a high-performing customer success team that is responsible for achieving customer satisfaction, retention and upsell targets.
• Develop and maintain a customer-focused culture within the organization, emphasizing the importance of understanding and exceeding customer needs.
• Develop and implement a customer success strategy that aligns with the company's goals and objectives.
• Define and measure key performance indicators (KPIs) to evaluate departmental success.
• Cultivate customer advocates and references who can contribute to marketing and sales efforts.
• Oversee the customer onboarding process to ensure a smooth transition for new customers.
• Identify and assist in delivering customer training programs to optimize product usage.
• Develop strategies to drive customer renewals and identify upsell opportunities.
• Work closely with the Sales team to maximize revenue from existing accounts.
• Continuously improve customer success processes, ensuring efficiency and effectiveness in delivering customer satisfaction.
• Establish feedback loops to collect and analyse customer insights, sharing this information with relevant departments to improve products and services.
• Collaborate with customer support teams to ensure timely issue resolution and high customer satisfaction levels.
• Create reports and presentations to provide insights to senior management regarding customer success department performance.

EDUCATION AND EXPERIENCE

• Relevant degree required.
• Proven experience in customer success or account management.
• Experience with Salesforce or other CRM.
• Experience in developing and executing customer success strategies.
• Experience working in SaaS (Advantageous).
• Results-driven and customer-focused mindset.
• A desire to exceed customer expectations.
• Excellent problem-solving skills.
• Strong project management skills.
• Strong leadership and team management skills.
• Exceptional problem-solving and decision-making abilities.
• Ability to work collaboratively within a team and independently.
• Excellent interpersonal and leadership skills.
• Exceptional communication skills (both written & verbal).
• Ability to multi-task and prioritise.