Customer Success Manager

1 week ago

Johannesburg, Gauteng, South Africa Jem Full time

Join Jem as our Customer Success Manager.

One of Jem's core principles is 'Customer Obsession'. One of the reasons our customers stay with Jem is our support teams. Customer Success Managers build and manage these relationships through proactively creating the best possible customer experience. We're looking for a dynamic, self-driven individual who will serve as the primary enabler for our clients. Your primary role will be to ensure their successful onboarding, seamless data transfer, efficient employee registration, and overall satisfaction. We're looking for someone who is energetic, goal-driven, and thrives when working with clients.

Your ultimate goal will be to guarantee a smooth and streamlined experience for our clients and their employees, thereby contributing significantly to our overall success. Key performance indicators (KPIs) will measure your success, with a primary focus on the percentage of employees registered within each client's organisation.

Jem's Commitment to You

  • Skillset development: What we're doing has never been done before. As a team, we'll work to solve hard problems and take ownership of what needs to be delivered. This will give you unprecedented learning opportunities.
  • Growth opportunities: As our team expands, so does the potential for advancement. We believe in recognising and rewarding talent by quickly adding responsibilities as individuals develop in their roles.
  • Dynamic environment: As we grow we understand more about our customers, and need to iterate in response constantly. Strategies shift, and goalposts move. It's a challenge our team lives for.
  • Flexible Work Culture: We support flexibility to ensure that our people work where they are most productive. Collaboration and relationships are also important to us. For both these reasons, we operate a hybrid model and we mandate a minimum of three days per week in office in either our Sandton office or Cape Town office.
  • Competitive Compensation: We offer a competitive salary, benefits package, annual leave of 22 days.


Roles and Responsibilities

  • Onboarding: Drive the smooth onboarding process for new clients, comprehending their unique requirements, and guiding them through implementation. This will involve orchestrating data collection, kickoff calls, and managing all client correspondence during onboarding, aiming to minimise the time taken to onboard.
  • Training and Education: Conduct engaging training sessions for clients to maximise their comprehension of our products and foster user adoption. Your success will be measured by the self-service rate, reflecting the number of payslip files uploaded independently by clients.
  • Data: Ensure timely and accurate data submission from clients, aiding them in understanding our data requirements and frequency. It's essential to analyse and verify the quality of customer data, maintaining the integrity of our platform.
  • Query Management: Collaborate closely with the Customer Support team to swiftly resolve queries and serve as the point of escalation for urgent or escalated client issues. Your aim is to become a trusted advisor to clients, ensuring their concerns are addressed promptly and effectively.
  • Proactive Support: Anticipate and address client needs proactively, offering guidance to enhance their experience. Be vigilant for missed opportunities where clients could extract more value from our platform and intervene accordingly. Effective collaboration with our support team is crucial for timely resolution of queries.
  • Employee Launch: Strategise and execute impactful employee launch campaigns utilising various channels such as SMS, WhatsApp, posters, and management briefings. Your objective is to drive a high registration rate, ensuring maximum utilisation of our services within client organisations.
  • Monitoring: Monitor customer usage patterns and performance indicators to identify potential churn risks or upselling opportunities. Proactively engage with customers, offering personalised recommendations tailored to their needs to enhance their experience.
  • Sales Team Support: Provide valuable insights and support to the sales team by advising on customer uptake, sentiment, and ongoing challenges. Your input will be instrumental in driving customer satisfaction and retention.
  • Product Input: Act as a vocal advocate for customers' needs, conveying valuable insights to the product development team to drive continuous improvement of our platform.
  • Reporting: Deliver comprehensive quarterly reports to tier 1 clients and generate ad hoc reports as required. Your aim is to ensure transparency and accountability, fostering trust and confidence among our clients.
  • Renewals and Upsells: Collaborate closely with the sales team to identify opportunities for upselling and expansion within existing accounts. Your efforts will contribute to achieving high customer retention rates and driving revenue growth.
  • Churn Prevention: Proactively identify clients at risk of churn and intervene strategically to prevent it, ultimately safeguarding our revenue streams. Your goal is to maintain a low churn rate, ensuring the long-term success of our client relationships.

In summary, we are seeking a passionate and driven individual who thrives in a fast-paced environment and is committed to delivering exceptional customer experiences. If you are self-motivated, ambitious, and eager to make a significant impact, we encourage you to apply for this role.

Requirements

Minimum Requirements:

  • A bachelor's degree or equivalent experience in business administration, sales, or another relevant field.
  • 2 - 3 years of experience working in an account management role.
  • Have excellent people skills and are intuitive to customers' business needs.
  • Basic accounting and/or technical knowledge.

Advantageous Experience:

  • Prior experience in sales or cross-selling.
  • Project management experience.

To find out more about what we're doing and what it's like to work with us take some time to read through our careers page. If you're up for an exhilarating and rewarding role in a vibrant, fast-paced environment, apply below.

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