Customer Success Manager

3 weeks ago

Pretoria, South Africa Thomas International UK Limited Full time

**About the Company**

Thomas International are a leading global talent assessment platform provider. For 40 years, we have been using our suite of scientifically valid psychometric assessments and in-house training portfolio to provide technology driven solutions to ensure our clients recruit, develop, manage and engage their workforce as effectively as possible. We own our businesses in the UK, France, Belgium, Netherlands, South Africa, Australia, Hong Kong and Malaysia with circa. 200 employees and have developed an extensive distribution model for our assessments and, as a result, we sell to over 50 countries worldwide.

The company received private equity investment in February 2018 and is on an accelerated and ambitious growth plan. This will be achieved through a transformation of our online products via our new Thomas Assessment platform, launched in late 2020. We will continue to build upon our combination of science, data and technology, delivered via a SaaS approach that is disruptive in challenging the existing solutions in the market.

Working at Thomas

**About the role**

Reporting to the Regional Manager - Customer Success, a Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Your job will be to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

**Responsibilities**
- Successfully manage onboarding of customers (measured through CSAT and NPS surveys) which will include comprehensive platform demonstration; seamless project management through all phases of customer lifecycle including coordination with internal teams
- Manage a portfolio of combination of strategic and mid touch customers to achieve excellent customer experience, to drive value for the customers, expansion and renewal
- Represent the voice of the customer internally to provide input into functions for future development
- Understand customer needs and drive them to their desired outcomes
- Proactively engage with customers and provide insight to drive product adoption and engagement, constant satisfaction, discover customer needs
- Maximise revenue growth via upsell/cross-sell of the product across the entire customer organisation including existing subsidiaries
- Maintain customer data in relevant systems to ensure a thorough, accurate and consistent record for each customer exists. This includes but is not limited to communication, pipeline and opportunity management, project-based records

**Requirements**:
2-4 years’ experience in customer facing role ideally with part of the career in SaaS

Registered Psychometrist with HPCSA

Able to work standard UK working hours

**Skills**

High level of interpersonal skills

Excellent time management and project planning skills.

Ability to negotiate and influence.

Organisational skills.

Ability to multi-task.

Excellent written and verbal communication skills.

CRM knowledge.

Resilience

Presentation skills.

Planning & sales effectiveness

**Benefits**
- Hybrid Working
- Early finish Fridays - 15.00
- Emphasis on Wellbeing - Mental Health First Aiders in the business
- Opportunities to make an impact outside of the day job - Several cross-functional groups, which anyone can get involved with, contribute to and even set up e.g., Diversity and Inclusion workstreams and Rainbow Alliance
- Referral scheme - Substantial fee on offer a successful referral
- Truly Global business - mix and work with people from different countries and culture

**Location**:
The location for this role is in line with the Hybrid working policy. We will require the successful applicant to work core UK business hours. We are flexible with remote working as per our hybrid working principles (please see below).

Our commitment to diversity and inclusion permeates throughout all we do.

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