Customer Success Manager

5 months ago

Johannesburg, 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: Proactivel

  • Customer Success Manager

    5 months ago

    Johannesburg, South Africa SurTech Full time

    **Diligent Boards - Customer Success Manager** **Job Title and Overview** The Customer Success Manager manages a portfolio of accounts and guarantees an exceptional customer experience, revenue retention and referrals across Africa. Being the primary liaison for customer relationships for the Diligent Boards product, the CSM will engage in proactive...

  • Customer Success Manager

    3 months ago

    Johannesburg, South Africa RedCloud Full time

    **About RedCloud** RedCloud is leveraging AI-powered technology to break down the barriers to fair and profitable trade in emerging markets. RedCloud's Intelligent Open Commerce Platform connects FMCG Brands, Distributors, and Local Merchants on a single, equitable marketplace, empowering them with real-world insights and data to help them make better...

  • Customer Success Manager

    6 months ago

    Johannesburg, South Africa Darktrace Full time

    Founded by mathematicians and cyber defense experts in 2013, Darktrace is a global leader in cyber security AI, delivering complete AI-powered solutions in its mission to free the world of cyber disruption. We protect more than 8,400 customers from the world's most complex threats, including ransomware, cloud, and SaaS attacks. Headquartered in Cambridge,...

  • Customer Success Manager

    5 months ago

    Johannesburg, South Africa She Recruits Full time

    **Skills and experience required**: - Experience in a retail brand would be advantageous - An active lifestyle is a huge advantage as this is an active-wear apparel company - Minimum of 3 years experience in a similar role is required - Excellent ability to solve problems and ensure client is happy with the end result - Excellent time management and...

  • Customer Success Manager

    6 months ago

    Johannesburg, South Africa Solid Systems Full time

    As the Customer Success Manager, your role is pivotal in ensuring exceptional service for our clients by bridging the gap between them and our Technical Team. Your primary objective is to understand our clients' business needs, tailor our services accordingly, and act as an advocate to ensure retention through excellent service delivery. By ensuring a...

  • Customer Success Manager

    5 months ago

    Johannesburg, South Africa Solid Systems Full time

    **About us**: We help businesses around the globe to step into the future confidently by providing world-class IT services, in the most human way possible. We have a passion for technology and the way that it evolves, which is why we’re constantly improving the tools and methods we use. We offer a wide range of services across South Africa and UK, which...

  • Customer Success Manager

    5 months ago

    Johannesburg, South Africa Believe Resourcing Full time

    **Join our clients global Revtech company and shape the future of Revenue Optimisation!** **About the Role**: As a customer Success Manager, you will be the key link between clients and the internal team. This role involves understanding client needs, developing and facilitating the effective implementation of digital strategies, and leveraging our clients...

  • Customer Success Manager

    5 months ago

    Johannesburg, South Africa Believe Resourcing Full time

    **Join our clients global Revtech company and shape the future of Revenue Optimisation!** **About the role**: As a customer Success Manager, you will be the key link between clients and the internal team. This role involves understanding client needs, developing and facilitating the effective implementation of digital strategies, and leveraging our clients...

  • Customer Success Account Manager

    5 months ago

    Johannesburg, South Africa Microsoft Full time

    With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Customer Success Director

    4 weeks ago

    Johannesburg, Gauteng, South Africa Clickcatell Full time

    Drive Customer Success at ClickatellWe are seeking a highly skilled Director of Customer Success to join our team at Clickatell. As a key member of our organization, you will be responsible for driving strategic initiatives and process optimization to enhance customer satisfaction and retention across Enterprise accounts.Key Responsibilities:Collaborate...

  • Sr. Customer Success Manager

    5 months ago

    Johannesburg, South Africa SAS Full time

    : **Nice to meet you!** We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers. We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with...

  • Customer Success Account Management

    7 months ago

    Johannesburg, South Africa Microsoft Full time

    Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can...

  • Sr. Customer Success Manager

    6 months ago

    Johannesburg, South Africa SAS Full time

    : **Nice to meet you!** We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers. We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with...

  • Manager, Customer Success

    7 months ago

    Johannesburg, South Africa Mimecast Full time

    Manager, Customer Success We're your dream Customer Success Team! Customer Excellence is looking for a highly driven and motivated Manager, Customer Success who is passionate about providing a best-in-class customer experience. You will be a coach and mentor to your team, as well as a trusted advisor for your team’s customer base, assisting with Mimecast...

  • Customer Success Advisor

    5 months ago

    Johannesburg, South Africa KERRIDGE COMMERCIAL SYSTEMS CORP Full time

    Happy Customers lead to retention of their business as well as turning them into advocates for the company which attracts new business opportunities. The Customer Success Team have the goals of acting as the advocate for the customer within the company and to develop a holistic view of all technical aspects of every customer. Customers Success will manage...

  • Customer Success Director

    3 weeks ago

    Johannesburg, Gauteng, South Africa Clickcatell Full time

    About This RoleWe're looking for a talented Customer Success Director to drive strategic initiatives and process optimization for our Enterprise accounts. As a key member of our team, you'll collaborate with cross-functional teams to ensure our solutions meet and exceed customer expectations.ResponsibilitiesWork closely with Product Management, Software...

  • Sr. Customer Success Manager

    5 months ago

    Johannesburg, South Africa Mimecast Full time

    Senior Customer Success Manager- The legends in customer success.The Senior Customer Success Manager is a key member of the EMEA Customer Excellence organisation. Customer Excellence is made up of five distinct global functions: Customer Success, Customer Support, Professional Services, Operations, and the Centre of Excellence.- The SaaS business model...

  • Customer Success Strategist

    6 days ago

    Johannesburg, Gauteng, South Africa Clickcatell Full time

    Role OverviewWe Are Setting The Pace At Clickatell, a world-class Chat Commerce company ambitious to stay ahead of its competitors. We build our own culture in which we dream big and stay busy doing the right things. This role is pivotal in driving strategic initiatives & process optimization to enhance customer satisfaction and retention across Enterprise...

  • Customer Success Consultant

    2 months ago

    Johannesburg, South Africa MillennialNxt Pty Ltd Full time

    About the RoleWe are seeking a motivated and experienced Customer Success Consultant for one of our esteemed Clients. The ideal candidate will be responsible for ensuring our customers achieve their desired outcomes while using our products and services. This role requires a proactive approach to customer engagement, problem-solving skills, and a deep...

  • Customer Success Executive

    5 months ago

    Johannesburg, South Africa Cisco Systems Full time

    The Customer Success Executive (CSE) role is a highly visible, strategic leadership role within Cisco’s Customer Experience (CX) organization. We build deep relationships with customer senior leadership, partners, and the extended Cisco account team to aid the customers in achieving their goals. With Cisco’s transformation to software subscription,...