Customer Success Manager

1 week 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

    2 months ago

    Johannesburg, South Africa Ulwembu Business Services Full time

    We are looking for a technically savvy customer success manager who possesses a strong drive for results. Duties for the customer success manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn....

  • Manager, Customer Success

    1 week ago

    Johannesburg, Gauteng, South Africa Mimecast Full time

    Manager, Customer SuccessWe're your dream Customer Success TeamCustomer 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 Manager

    2 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

    2 months ago

    Johannesburg, South Africa SurTech Full time

    Diligent Boards - Customer Success Manager Job Title and OverviewThe 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 account management...

  • Customer Success Manager

    3 weeks ago

    Johannesburg, South Africa SurTech Full time

    Diligent Boards - Customer Success Manager Job Title and OverviewThe 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 account management...

  • Customer Success Manager

    1 week 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 account...

  • Customer Success Manager

    1 week ago

    Johannesburg, Gauteng, 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 account...

  • Customer Success Manager

    1 week ago

    Johannesburg, Gauteng, South Africa FM:Systems Full time

    Customer Success Manager - IT or Software background preferred.**FM:Systems provides workplace management technology and solutions that enable facility and real estate teams to identify, plan and deliver the ideal workplace for every employee. Our broad solutions portfolio of software and hardware, specializing in space management and optimization, assets...

  • 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...

  • Customer Success Manager

    2 months ago

    Johannesburg, South Africa Temenos Full time

    **ABOUT TEMENOS** Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We do this through the pioneering spirit of 7500+ Temenosians who are passionate about making banking better, together. We serve over 3000 banks from the largest to challengers and community banks in 150+ countries. We collaborate...

  • Customer Success Manager

    3 weeks 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

    1 week ago

    Johannesburg, Gauteng, 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, UK,...

  • Customer Success Manager

    3 weeks ago

    Johannesburg, City of Johannesburg Metropolitan Municipality, Gauteng, 2001, South Africa FreeRecruit Full time

    Our prestige client is a well-funded startup simplifying US sales tax compliance for global businesses. They provide end-to-end solutions, from calculations to reporting and filing. They are backed by Group, a trusted partner to over 13,000 clients, including Fortune 500 companies. Role and responsibilities:You will ensure clients’ adherence to sales tax...

  • Customer Success Manager

    4 weeks ago

    Johannesburg, City of Johannesburg Metropolitan Municipality, Gauteng, 2001, South Africa FreeRecruit Full time

    Our prestige client is a well-funded startup simplifying US sales tax compliance for global businesses. They provide end-to-end solutions, from calculations to reporting and filing. They are backed by Group, a trusted partner to over 13,000 clients, including Fortune 500 companies. Role and responsibilities:You will ensure clients’ adherence to sales tax...

  • Customer Acquisition Acquisition

    1 week ago

    Johannesburg, Gauteng, South Africa Success Promotions Full time

    Our cutting-edge, hands-on training program will provide you with the tools you'll need for success; don't miss out on this amazing opportunityBenefits of joining our team: Excellent training that is 100% handson Top performer incentives such as amazing travel opportunities, rapid advancement and so much more A fun and encouraging work environment No...

  • Customer Success Manager

    1 week ago

    Johannesburg, City of Johannesburg Metropolitan Municipality, Gauteng, , South Africa FreeRecruit Full time

    Our prestige client is a well-funded startup simplifying US sales tax compliance for global businesses. They provide end-to-end solutions, from calculations to reporting and filing. They are backed by Group, a trusted partner to over 13,000 clients, including Fortune 500 companies. Role and responsibilities:You will ensure clients' adherence to sales tax...

  • Customer Success Manager

    1 week ago

    Johannesburg, Gauteng, South Africa Temenos Full time

    ABOUT TEMENOSTemenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We do this through the pioneering spirit of 7500+ Temenosians who are passionate about making banking better, together.We serve over 3000 banks from the largest to challengers and community banks in 150+ countries. We collaborate with...

  • Manager, Customer Success

    2 months ago

    Johannesburg, South Africa Mimecast Full time

    Manager, Customer SuccessWe'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 Manager

    2 weeks 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

    1 week ago

    Johannesburg South, South Africa ApprovalMax Limited Full time

    Job Description The role**We are expanding and hiring a Customer Success Manager on a remote basis to help us grow the business.Qualifications You will be responsible for**:Maintaining a detailed understanding of products and services, assist customers with questions and suggest the best features/setup for their needs Promoting the value of the product among...