Customer Success Manager

3 days 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 all issues affecting customer sentiment and work on plans to increase this.

The Customer Success Manager will be responsible for driving success for customers in their region and influencing customer behaviour. Their mission is to increase sustainable proven value for both the customer and the company to increase customer sentiment and advocacy.

**Key Responsibilities**:
Duties include:

- Work with the Customer Success Director to Drive Customer Success Outcomes
- Increase renewal rates and reduce churn
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Drive new business growth through greater advocacy and reference-ability
- Drive customer success strategies into the different Support Teams
- Advocate for the customer within the company
- Develop holistic view of Technical aspects of every customer
- Work to define, monitor and promote compliance of Service Level Objectives and manage these across the different KCS teams.
- Identify key performance metrics to understand customer technical health
- Proactively Identify customers with low technical health and develop “get well” plans to restore their customer sentiment
- Influence Customer Behaviour
- Ensure that all customers receive an efficient, professional, high quality and consistent support in accordance with the Service Level Agreement.
- Monitor and manage customer service delivery focusing on KPI achievement and call reduction.
- Attend service review meetings with customers. Goal is to improve customer satisfaction and initiatives.
- Improve areas or process that deal with quality, efficiency and appropriate cost prospective.
- Manage SLA adherence and customer satisfaction from transition/ deployment through to on-going BAU service in line with contractual service levels and deliverables.
- Go to person for escalation, general issues, enquiries and complaints
- Influence customer behaviour to be how we want them to work through a variety of communication methods
- Alert management team regarding any customer issues when necessary.
- Develop a customer-reporting pack presented to customer base.
- Build, improve and maintain both internal and external client relationships
- Implement and manage service improvement initiatives
- Review support tools available to customer. Implement any new policy and procedures to improve workflow.
- Work with the Global Customer Success Director to drive a culture of Customer Delight

**Key Requirements**:

- Bachelor’s Degree in a related field and a minimum 4 years relevant work experience.
- 4 years of experience managing multiple projects and clients.
- 4 years of experience working with external customers or partners in an organizational role.
- Computer skills including Microsoft Office, CRM software.
- Strong presentation and writing experience with ability to motivate a variety of audiences to leverage our solutions.
- Strategic thinking, able to grasp long and short-term goals with each client.
- Ability to be effective and maintain strong internal and external relationships working in a global, virtual setting
- A passion for IT. You will need to be continuously learning K8 services and capabilities, along with industry issues and trends.
- Proven ability to drive continuous value of solution(s).
- Detail oriented and analytical.
- Strong team player but still a self-starter.
- Thrives in a multi-tasking environment and can adjust priorities on-the-fly.

**Company Info**

Kerridge Commercial Systems (KCS) is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants. Our mission is simple: to design, implement and support high performance systems that enable our customers to source effectively, stock efficiently, sell profitably and service competitively.

**Equal Opportunities**

KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted.
- To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes._

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