Generic Job Title: Customer Success Manager
Role Family : CSM
Report to: Head of CSM
Work Policy: Hybrid
Role Purpose:
The Customer Success Manager is responsible for ensuring customer satisfaction and implementation of the Kiron suite of products and solutions.
- Self-motivated
- Proactive
- Negotiator
- Honesty & Integrity
- Agile
- Analytical & Problem-solving
- Perseverance and Tenacity
- Team Player
Required Qualifications
- Matric.
- National Diploma or University Degree (beneficial)
Experience
- 2-3 years’ experience in a similar role
- Experience in Sales, client relations or account management (advanced)
- Use of a CRM system and Microsoft Office Suite skills
- Account management.
- Retention of current customers.
- Retail and online customers.
- Coordination of Integrations and implementations.
- Facilitate speedy support during and after implementations.
- Perform revenue analysis; Perform implementation reviews.
- Research territories and customers to facilitate growth.
- Management of accounts and customer needs.
- Follow up on new implementations to achieve targets.
- Assist client with challenges and needs.
- Ensure that integrations are complete and accurate.
- Facilitate speedy support to any issues.
- Perform compliance reviews.
- Perform revenue analysis.
- Perform implementation reviews.
- Research territories and customers to facilitate growth.
- Use the CRM system tool as a central to tool to ensure compliance on processes.
Engage with Stakeholders
- Ability to work in as part of the greater organisational team but also work independently, as well as work with clients.
- Maintain and manage positive relationships with internal and external stakeholders.
- Effectively communicate at all management levels with clients/ stakeholders.
Self-management and Teamwork
- Develop and maintain productive and collaborative working relationships with peers and stakeholders.
- Positively influence and participate in change initiatives.
- Continuously develop own expertise in terms of professional, industry and legislation knowledge.
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