Lead Client Success Manager

16 hours ago

Johannesburg, South Africa Strider Full time

1 year contract, to become permanent thereafter
- Hybrid - offices in Dunkeld, Johannesburg & also Newlands, Cape Town

A service design/tech consultancy is looking for an experienced Lead Client Success Manager to join their team.

**Strategic Thinking**
- Lead the strategic development of breakthrough strategy for our Client, in order to ensure that they are at the forefront of digital innovation whilst ensuring their current goals and objectives are translated effectively into a cohesive digital solution.
- Ensure a deep understanding of the Client’s goals and objectives, so that these can be translated effectively into our product strategy and ultimate solution, and shared with the broader team.
- Keep abreast of new and existing digital technology which could be useful to our clients, sharing this information with the rest of the team, where necessary.
- Ensure you have an excellent understanding of your Client’s brand and continue to update this knowledge as the brand progresses - look for opportunities which the Client may not yet have spotted.

**Identify and pursue opportunities for business growth**
- Identify new business opportunities and, working with the relevant teams as required, scope out these opportunities and pitch these to your clients.
- Ensure efficient financial management of your portfolio - ensuring income is secured and that budgets are allocated effectively across all projects.

**Establish and Sustain robust partnerships**
- Elevate the clients’ trust in the company and the broader team.
- Understand your client’s business (goals, market environment, internal environment etc) to help deliver better digital solutions.
- Ensure excellent, constant, open and consistent communication with your clients.
- Foster relationships within the company to ensure the internal team are clear on what will make a successful project for your Client working closely with them to track progress and sharing the praise when the project is a success.
- Develop and maintain relationships with your Client/s, ensuring that expectations are well managed and ultimately exceeded through exceptional service delivery.
- Develop and maintain healthy, transparent and authentic relationships with your Client/s.
- Develop and maintain healthy, transparent and authentic relationships with staff, especially those who are directly involved on your Client accounts.
- Encourage high-touch channels of communication with all important stakeholders that are relevant to your Client account/s.
- Work with a multidisciplinary hyperteam in delivering world-class, impactful digital solutions, which help to strengthen our Client trust in the business.

**Collaborate with Product team and products**
- Work collaboratively with the Product Team, to consult on current and future client requirements, engage collaboratively on the Product Roadmap, and engage strategically on the Product vision and focus.
- Collaborate with Sales & Marketing to assist with deal closures, including providing input to proposals and pricing, contributions to case studies and other customer related collateral.

**Establish and maintain efficient ways of working**
- Ensure all project related elements are well documented and signed off where necessary.
- Take pride in delivering exceptional solutions for your Clients.
- Where necessary (typically, when not supported by a Client Success Manager), assume operational responsibility for all management of your projects.
- Ensure that strict adherence to the approved way of working is applied to all of your projects.
- Ensure that you can actively track and measure the proper implementation of processes throughout your project / Client account lifecycle.
- Run and manage your projects, ensuring that team members are clearly briefed in terms of Client requirements and task objectives.
- You must ensure that the operational elements of the project run smoothly, including scheduling the team’s time, managing the team’s time, developing a project plan, managing milestones and delivery, and managing Client expectations and scope creep.
- Ensure efficient financial management of projects. This includes securing Purchase Orders, being involved in the timeous management of invoicing where needed and delivering according to budget.

**YOUR SKILLSET**
- 8+ years of experience in client relationship management.
- 8+ years of solid experience in project management; including project initiation, planning, scheduling, project control and conclusion.
- 8+ years of experience in a technical environment having an understanding of basic technical jargon, as well as the development process of online platforms (i.e responsive websites, chatbots and apps).
- Ability to work autonomously with little supervision.
- Capable of managing time for Client (external), company meetings (internal requirement) and self (study) in an independent manner.
- Comfortable engaging with Clients directly on all strategic related matters a

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