Client Success Manager

3 months ago

Johannesburg, South Africa Pearl Lemon Full time

**About Us**:Pearl Lemon Group is an innovative, fast-growing conglomerate with a portfolio of service-oriented businesses. Two of our most dynamic divisions—Pearl Lemon Cleaning and Pearl Lemon Repairs—are experiencing rapid expansion. Pearl Lemon Cleaning offers top-tier domestic and commercial cleaning services, while Pearl Lemon Repairs handles everything from minor home repairs to large-scale renovations. We are seeking a highly organised and proactive **Customer Succes Manager** to help coordinate and manage appointments, ensuring smooth and efficient operations for both divisions.

**The Role**:As a Customer Success Manager, you will play a crucial role in ensuring the satisfaction of our clients across both Pearl Lemon Cleaning and Pearl Lemon Repairs. You will be responsible for nurturing client relationships, ensuring their needs are met, and identifying opportunities to grow accounts by promoting additional services. You will be at the forefront of both businesses, ensuring smooth operations, client retention, and long-term business growth.

**Key Responsibilities**:

- Act as the primary point of contact for clients, managing relationships with professionalism and care.
- Ensure client satisfaction by understanding their unique needs and ensuring services are delivered to the highest standard.
- Develop strategies for upselling and cross-selling additional services across Pearl Lemon Cleaning and Pearl Lemon Repairs.
- Manage post-job follow-ups and handle client feedback to continuously improve service delivery.
- Collaborate with the operations and sales teams to coordinate service delivery and ensure customer requirements are met promptly.
- Identify opportunities for increasing account value through additional service offerings, including ongoing maintenance and premium services.
- Build and implement customer retention strategies to maintain long-term relationships and increase repeat business.
- Track and forecast key account metrics to ensure optimal performance.
- Handle any client issues, complaints, or escalations with a proactive and solutions-oriented approach.
- Support both teams in promoting service bundles and add-on opportunities, such as combining cleaning with repair services for higher customer satisfaction.

**What We’re Looking For**:

- Proven experience as a Customer Success Manager, Account Manager, or in a similar client-facing role.
- Strong relationship-building skills, with a keen ability to identify and act on opportunities to expand services.
- Excellent communication skills, both written and verbal, with the ability to present solutions clearly to clients.
- Experience in managing multiple clients and projects simultaneously.
- A proactive attitude and the ability to resolve client issues efficiently and professionally.
- Sales and negotiation skills, with experience in upselling or cross-selling services.
- Experience in the cleaning, repairs, or facilities management industries is a plus but not required.
- Ability to work independently and remotely while being a collaborative team player.

**Why Join Us**:

- Be part of a fast-growing company with a global presence.
- Work with a dynamic, remote team across multiple time zones.
- Opportunities for career advancement within the Pearl Lemon Group.
- Access to comprehensive training and development programs to grow your skills.
- Contribute to two rapidly expanding business divisions with opportunities for innovation and impact.

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