A. Job Title / Reporting to:
Senior Customer Success Manager reporting to the Head of Customer Success located in Centurion, Pretoria
B. Job Purpose:
Senior Customer Success Manager’s responsibilities include developing long-term relationships with a portfolio of clients and connecting with key business executives and stakeholders. Senior Customer Success Managers liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs. They manage and develop client accounts to initiate and maintain favourable relationship with clients.
Senior Senior Customer Success Managers drive revenue, develop and implement effective strategic plans and increase market share while building and maintaining key relationships.
C. Key Result Areas: (Major Accountabilities)
• Be the primary point of contact and build long-term relationships with strategic customers.
• Help customers through email, phone, online presentations, screen-share and in person meetings.
• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Forecast and track key account metrics.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organisations.
• Enhance department and organisation’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
• Monitor and analyze customer’s usage of our product.
• Responsible for working with the Sales team to onboard and integrate new.
• Regular reporting using account metrics
• Good understanding of solution selling and complex bespoke product selling
D. Knowledge, Skills, Experience
Knowledge:
• A solid understanding of the IT/ engineering/ telecoms industry
• A basic understanding of IoT
• Experience in Sales Force
Skills:
• Prospecting Skills
• Teamwork
• Planning
• Build Relationships
• People Skills
• Initiative
• Customer Focus
• Emphasize Excellence
• Manage Multiple Projects
• Attention to detail
Professional Experience:
• At least 5 years of experience in the field or in a related area. Familiar with a variety of the field’s concept, practices and procedures.
Educational Background:
• A marketing or technical qualification is preferred.
Competencies:
Change Management
● Develops workable implementation plans.
● Communicates changes effectively.
● Builds commitment and overcomes resistance.
● Prepares and supports those affected by change.
● Monitors transition and evaluate results.
Leadership:
● Exhibits confidence in self and others.
● Inspires respect and trust.
● Accepts feedback from others.
● Gives appropriate recognition to others.
Judgment:
● Displays willingness to make decisions.
● Exhibits sound and accurate judgment.
● Supports and explains reasoning for decisions.
● Includes appropriate people in decision-making process.
● Makes timely decisions.
Motivation:
● Sets and achieves challenging goals.
● Demonstrates persistence and overcomes obstacles.
● Measures self against standard of excellence.
● Takes calculated risks to accomplish goals.
Values and Behaviours:
● We are honest and respect each other.
● We challenge issues but honour commitments.
● We believe that innovation is a way of life.
● We have a passion to win; a freedom to fail; but only once for the same reason.
● We take responsibility for our actions; we are accountable for achieving results and we take ownership of our mistakes.
● We do the right thing for the right reason.
● We are part of the solution, not part of the problem.
● We are fearless with nerves of steel.
● We believe in teamwork and partnership.
● We are diverse yet united.
● We are involved yet independent.
● We believe in learning and continuous improvement.
please send CV’s to amu.mombedzi@iotnxt.com
