Customer Success Consultant
The Customer Success Consultant engages with Pnet customers to drive & accelerate their value realization and to ensure business outcomes are being met through implementation and consumption of their purchased solutions. The Customer Success Consultant partners with the customer's Account Manager to drive mutual success and achieve overall customer satisfaction.
The Customer Success Consultant proactively engages with an assigned portfolio of customers by engaging them as a trusted advisor. They develop a deep understanding of customers’ recruitment and development strategy and business objectives to drive the use of the Pnet solutions. The Customer Success Consultant strives to drive high level customer value realization.
About the Department
A dynamic team passionate about ensuring our products and services come to life within our customers' businesses. They are committed to showing our customers real value and return on their investment. The Customer Success team plays a pivotal role in customer retention, satisfaction, and building long-term relationships. From ensuring a smooth customer onboarding to educating them on how our solution can benefit their employee value proposition, this team always Goes Beyond.
Duties & Responsibilities
- Develop and implement account strategies and consumption plans that drive customer outcomes.
- Build trusted relationships with customers to support value-based consumption focused activities.
- Monitor SLA performance and maintain a high level of customer satisfaction.
- Engage with STST as well as relevant subsidiary organizations to leverage expertise as needed.
- Leverage data & tools to track and manage targeted adoption and consumption activities.
- Act as point of escalation for customers' account issues.
- Contribute to library of success plays and best practices to further grow Pnet’s ability to drive customer success.
- Engage with customers to do regular value realization assessments and advise on optimal utilization of their investment.
- Stay knowledgeable on customer’s industry, business strategy, business line strategy, and market conditions.
- Orchestrate success resources across PNet to accomplish customer's desired outcomes.
- Provide customer advocacy and act as voice of the customer providing feedback to appropriate PNet stakeholders.
- Identify and mitigate risks to current and future reoccurring revenue.
- Be the customer's strategic expert to share industry trends, best practices, competitive insights, and product roadmap.
- Coach customers to ensure they are leveraging all available resources.
Desired Experience & Qualification
- Matric / Higher Certificate
- A minimum of 3 years’ customer management experience.
- Excellent knowledge of the MS Office suite.
- Intermediate to Expert level experience on Excel.
- Knowledge of ERP/ CRM Systems would be advantageous.
- SAP knowledge will be an advantage.
Interested?
Pnet is an equal opportunity employer. Please note that if you have not heard from us within 2 weeks that your application has been unsuccessful.
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