Lead Client Success Manager

2 weeks ago

Johannesburg, Gauteng, South Africa Praekurement (Pty) Ltd Full time

As a Lead Client Success (CS) Manager you will be responsible for leading a team that's responsible for ensuring that the experiences, services and products that HELM delivers to its Clients are world-class.

You will act as the strategic partner, manager and guide to both our internal teams, and to our Client, their teams and other external stakeholders.


You will work with your Client Success Manager/s and in collaboration with HELM's Service Design, Engineering, SRE, Talent, Accounts and Marketing departments to manage the ongoing delivery and development of HELM's Service Design and HELM Engine's product offering.

You need to be passionate about technology, design, product and project management; and you must be able to thrive in a fast-paced environment where you are able to operate with a high degree of autonomy.


Responsibilities

  • Lead the strategic development of breakthrough strategy for our Client, in order to ensure that they are at the forefront of digital innovation whilst ensuring their current goals
and objectives are translated effectively into a cohesive digital solution.

  • Keep abreast of new and existing digital technology which could be useful to our clients, sharing this information with the rest of the team, where necessary.
  • Ensure you have an excellent understanding of your Client's brand and continue to update this knowledge as the brand progresses look for opportunities which the Client may
not yet have spotted.

  • Identify new business opportunities and, working with the relevant teams as required, scope out these opportunities and pitch these to your clients.
  • Ensure efficient financial management of your portfolio ensuring income is secured and that budgets are allocated effectively across all projects.
  • Establish and sustain robust partnerships
  • Elevate the clients' trust in HELM and the broader team.
  • Understand your client's business (goals, market environment, internal environment etc) to help deliver better digital solutions.
  • Foster relationships within HELM to ensure the internal team are clear on what will make a successful project for your Client working closely with them to track progress and
sharing the praise when the project is a success.

  • Develop and maintain relationships with your Client/s, ensuring that expectations are well managed and ultimately exceeded through exceptional service delivery.
  • Work with a multidisciplinary hyperteam in delivering worldclass, impactful digital solutions, which help to strengthen our Client trust in HELM.
  • Work collaboratively with the HELM Product Team, to consult on current and future client requirements, engage collaboratively on the Product Roadmap, and engage
strategically on the Product vision and focus.

  • Collaborate with Sales & Marketing to assist with deal closures, including providing input to proposals and pricing, contributions to case studies and other customer related
collateral.

  • Establish and maintain efficient ways of working
  • Ensure all project related elements are well documented and signed off where necessary.
  • Where necessary (typically, when not supported by a Client Success Manager), assume operational responsibility for all management of your projects.
  • Ensure that strict adherence to the approved way of working is applied to all of your projects.
  • Ensure that you can actively track and measure the proper implementation of processes throughout your project / Client account lifecycle.
  • Run and manage your projects, ensuring that team members are clearly briefed in terms of Client requirements and task objectives.
  • Ensure that the operational elements of the project run smoothly, including scheduling the team's time, managing the team's time, developing a project plan, managing
milestones and delivery, and managing Client expectations and scope creep.

  • Ensure efficient financial management of projects. This includes securing Purchase Orders, being involved in the timeous management of invoicing where needed and delivering
according to budget.

Sound exciting and interesting? This is what you'll bring:

  • 8+ years of experience in client relationship management.
  • 8+ years of solid experience in project management; including project initiation, planning, scheduling, project control and conclusion.
  • 8+ years of experience in a technical environment having an understanding of basic technical jargon, as well as the development process of online platforms (i.e responsive
websites, chatbots and apps).

  • Ability to understand high complexity requirements and ability to escalate and engage with department Heads on very complex requirements.
  • Excellent communication skills (written and verbal) and the ability to interface at multiple levels of the organisation within and outside of the company.
  • Comfortable in a fastpaced and dynamic environment.
  • Experience in Product Management is a bonus.
  • Relative experience with software such as Slack, Google Suite, Keyno

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