Customer Success Manager at WhySatisfy

Job purpose: 

Over the past 6 years, we have built up an extensive client list in the Retail/etail and Financial Services spaces and are now looking for someone who can help manage relationships and provide pre and post sales support. Reporting to the Director, the Customer Success Manager will add focus to the day to day running of our current client base as well as identifying areas where our clients might benefit from the rest of our product suite. 

To be considered for this role you will have SaaS, CX, Agency or Digital client side experience and be a proven self-starter who naturally delights their customers with a proficiency in the digital space and personable manner. 

You will work within a small, highly motivated team who believe in working hard and smart but who feel the workplace should ultimately be a fun place that you want to be involved in each day. We have an office in Westlake office park but are extremely flexible with working hours and believe our employees should have time to work in between life, not the other way around. 

You should have a thirst for knowledge on all things digi-tech and be looking to move from a cog on the massive machine to an integral part of an expanding start-up. 

Duties and responsibilities: 

• Manage and maintain relationships with a portfolio of clients 
• Ownership and accountability of trials and pilots 
• Implementing a trial management process and liaising with Business Directors to enforce it 
• Skill up on all partner SaaS solutions 
• Participate in developing partner/client marketing material and initiatives 
• Manage internal social channels 
• Identify up and cross selling opportunities with existing clients 
• Work alongside clients to plan and rollout social customer care operations and procedures, ensure metrics are in place for reporting to provide business heads with data rich reports in order to make knowledgeable business decisions. 
• Analyse and report on customer performance and retention for clients, ensuring engagement is managed and customer service channels are managed, and SLA’s are maintained. 
• Delve into analytics to identify key performing areas and highlight areas requiring improvement, make recommendations and coordinate the roll out plan to make the enhancements. 

Requirements 

To be considered for this position, you will ideally have experience in a corporate digital marketing or agency account manager role. 

As well as this you will have the following skills: · 

• Bachelors Degree or comparable experience 
• Able to understand client needs and business workflows and communicate needs to the support team. 
• You will be a problem solver, able to follow-up on issues, ensure they get resolution and the client communication loop is closed. 
• Able to easily carry out software demos and presentations, articulate a product vision and key differentiators. 
• Be process driven and ensure processes for client setup and implementation as well as follow through to manage day to day activities and client support requests. 
• Ability to conduct training sessions for clients and provide the corresponding training manuals. 
• Excellent communication skills with business level proficiency in English. 
• Self-starter who shows initiative and who does not need to be micromanaged. 
• Organisational skills with attention to detail and good time management. 
• Comfortable with ambiguity in your role and adapt easily to ever changing needs and demands. 
• Flexible and able to travel locally and internationally on occasion.
• Experience with Zendesk, Conversocial, Oracle, Lithium, Freshdesk or Salesforce is preferable.  

Authorised to work in South Africa.