Descrição
Customer Success Manager (SaaS/E-Commerce)
Are you an experienced Customer Success Manager? Are you a highly driven and passionate individual?
Then we have the opportunity for you!
Our fantastic Client, based in Durban, is a leading e-commerce company who is looking for an energetic and eager to learn individual to join their growing team. They are passionate about offering food and beverages brands a customizable platform that enables them to offer their customers a personalized ordering experience.
The purpose of the Customer Success Manager is to take ownership of, and to ensure that the Customer Success Team empowers and supports key stakeholders within the Brands (and Restaurants) that our client services, to use their products and services to their full potential, and to maximise the value they receive.
Job Type: Remote | Full-Time
Requirements:
- ±10 years experience in a customer relationship and team management role
- Ability to build and manage a high performance team of Account Managers
- Experience in configuring and managing Customer Relationship Management systems
- Definition and measurement of strategic KPI’s for the Customer Success Department
- Excellent written, verbal and presentation skills
- Experience selling "software as a service" is an advantage
- Experience in training and development is an advantage
- An ability to work on multiple projects simultaneously
- Strong numerical proficiency
- Able to self-manage and run independently with initiatives
- Ability to problem solve
- Ability to work across teams
Responsibilities:
- Understanding what customers want from our client in order to maximize ROI for brands and restaurants
- Review and update existing CRM and deal management processes and systems to support the sales and marketing strategy
- Increase the number of new restaurants enabled on the our client’s Platform that belong to the global brands who endorse the use of our products and services
- Increase the number of our client’s products and services being utilised by existing restaurants enabled on the our client’d Platform
- Identify and implement Key Metrics to measure success of the Customer Success team
- Prepare and report on monthly team performance in line with the director approved budget
- Aid in strengthening brand culture and equity, working closely with the Marketing Manager, Brand and Merchant Account Managers, as well as the HR Manager to make sure the company brand values, image and culture are understood and followed by all members of the Customer Success team
- Research and analyse competitors, target markets and channels as well as trends to support marketing programs and brand innovation
Do we spark your interest? The send us your CV today!
We are looking forward to hearing from you!
±10 years experience in a customer relationship and team management role Ability to build and manage a high performance team of Account Managers Experience in configuring and managing Customer Relationship Management systems Definition and measurement of strategic KPI’s for the Customer Success Department Excellent written, verbal and presentation skills Experience selling "software as a service" is an advantage Experience in training and development is an advantage An ability to work on multiple projects simultaneously Strong numerical proficiency Able to self-manage and run independently with initiatives Ability to problem solve Ability to work across teams Responsibilities: Understanding what customers want from our client in order to maximize ROI for brands and restaurants Review and update existing CRM and deal management processes and systems to support the sales and marketing strategy Increase the number of new restaurants enabled on the our client’s Platform that belong to the global brands who endorse the use of our products and services Increase the number of our client’s products and services being utilised by existing restaurants enabled on the our client’d Platform Identify and implement Key Metrics to measure success of the Customer Success team Prepare and report on monthly team performance in line with the director approved budget Aid in strengthening brand culture and equity, working closely with the Marketing Manager, Brand and Merchant Account Managers, as well as the HR Manager to make sure the company brand values, image and culture are understood and followed by all members of the Customer Success team Research and analyse competitors, target markets and channels as well as trends to support marketing programs and brand innovation Do we spark your interest? The send us your CV today! We are looking forward to hearing from you!