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Customer Success Manager

3 months ago

Cape Town, Western Cape, South Africa HANGAR49 Full time

The Top Priorities for the Role:
TO MANAGE YOUR OWN CLIENT LIFECYCLE, WHICH IS BROKEN UP INTO 4 KEY AREAS:

  • ONBOARD OUR CLIENTS, by building trust and demonstrating excellence
  • SUCCESSFULLY RUN 6 WEEK "FLIGHT PLANS" (AGILE SPRINTS) PER CLIENT this involves understanding who they want to target, build this data, collaborating with the greater client team & freelancers to fabricate nurture journey programs for each segment, equip client sales teams to hit their quotas & empower marketing to run experiments & learn from these, to help them get better at their craft.
  • GROW CLIENT RELATIONSHIPS into deep partnerships where clients feel comfortable to rely on us for more than merely "the work", where we find ourselves getting given opportunities to lead conversations, strategies and ideas
  • LEVERAGE YOUR DEVELOPED RELATIONSHIP, EXPERTISE, KNOWLEDGE AND COMMITMENT to retain clients and build the account.

The Purpose of the Role:


PILOT OUR CLIENTS TO SUCCESS, by working closely with them, ensuring that the service they receive is nothing less than excellent, while guaranteeing success and delivery of results by the final agreed upon destination.


Benefits:

Our Culture:


We have an engaging culture and people feel invested in the work we do We encourage our people to explore the full potential of their skillset and love to see them grow through their job experiences.

We inspire our people to work hard and do well

A place where employees engage with one another in a positive way throughout the workday.

Our culture is collaborative and our employees and teams work well together cross-functionally to accomplish their goals, while also being trusted to take ownership of their work.

If you have the following qualities, then this role is for you: The ability to organise, analyse and work proactively towards achieving agreed upon results A steady, dependable and logical approach to situations The persistence to see a job through to successful conclusion Problem solving ability with a strong desire to achieve results A deep interest in business and always eager to learn more Tech savvy Active commitment to customer success Eagerness to build experiences that delight our clients Great with people and a good ability to understand needs (ability to read between the lines)

An excellent written and verbal communicator - strong command of the English language and ability to "play" with words The ability to be proactive and tackle things upfront and ahead of time Detail oriented with the ability to question challenge and question where necessary A master at feedback and tying up loose ends Some experience in sales/sales development Minimum requirements for the role:
Experience in B2B Customer Success or similar You are tech savvy and have experience in or with Google GSuite; Notion; Slack; ClickUp, HubSpot or similar Previous project/client management exposure A relevant tertiary qualification A good understanding of "marketing" and the business and systems around it

Duties Include:

ONBOARD OUR CLIENTS, by building trust and demonstrating excellence Build a nurturing journey with the client's creative teams that will ensure they hit their mission and achieve optimal results Focus on moving our clients successfully through the steps in their journey Get clients up to speed and moving towards achieving their goals as fast as possible Be the client custodian, being their "go-to" throughout their journey Client on-boarding should be completed within project timelines SUCCESSFULLY RUN 6 WEEK "FLIGHT PLANS" (AGILE SPRINTS) PER CLIENT - this involves understanding who they want to target, build this data, collaborating with the greater client team & freelancers to fabricate nurture journey programs for each segment, equip client sales teams to hit their quotas & empower marketing to run experiments & learn from these, to help them get better at their craft.

Track and monitor client's progress Focus on execution of the plan and drive towards results Liaise with the Sales Development Representative on workflow Ongoing tweaking of system and plan as needed Responsible for securing results for the client Ensure client success.

ALL CLIENTS SHOULD BE RETAINED GROW CLIENT RELATIONSHIPS into deep partnerships where clients feel comfortable to rely on us for more than merely "the work", where we find ourselves getting given opportunities to lead conversations, strategies and ideas LEVERAGE YOUR DEVELOPED RELATIONSHIP, EXPERTISE, KNOWLEDGE AND COMMITMENT to retain clients and build the account Increase a client's lifetime value, through identifying gaps and opportunities, whilst fulfilling client goals Follow up with clients to renew their contracts and obtain further client referral