Customer Success Manager
4 days ago
Description:
Job brief:
We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results to join our Customer Success department. Your position will be key to our growth strategy and you will work closely with our Key customers helping them use DSL Telecom related products to its full potential.
**Responsibilities**:
- Supporting sales executives with solution selling into prospect account base
- Partnering with sales executives to plan, prepare and execute on strategic deals in complex sales cycles
- Successfully match customer pain/requirements to proposed solutions
- Manage all technical aspects of RFP / RFI response
Effectively communicate client needs to the R&D teams for future product enhancements
- Collect and document competitive intelligence
- Own overall relationship of assigned customer accounts, which includes being responsible for new product demo’s, on-boarding, training, developing innovative solutions, increasing user acquisition and engagement, and ensuring retention and up-sells.
- Proactively coach and guide customers to engage in best practices that enable them to succeed with the DSL Telecom platform.
- Collaborate with Sales, Marketing, Support and Implementation Team to offer customers a consistently high-quality experience with the DSL Telecom brand.
- Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas.
- Identify common customer challenges and proactively suggest better solutions.
- Track accounts to identify churn risk and work proactively to eliminate that risk.
- Establish a trusted/strategic advisor relationship with each Key customer
- Conduct frequent reviews with accounts to determine customer satisfaction and identify opportunities for improvement and product use expansion.
- Identify upsell opportunities and work with Sales to drive additional revenue from customers.
- Act as point of escalation to ensure effective resolution to all account issues.- Evaluate and improve tutorials and other communication infrastructure.
- Develop and maintain positive business, supplier and customer relationships.
- Report on a regular basis to management your sales activity, renewal activity, accounts status and possible churn risk.
- Achieve mastery of the DSL Telecom supplied products and become an expert in the Telecoms space.
- Keep abreast of industry best practices and promotional trends.
- Attend, engage, train and get certified on provided training platforms.
- Continuously improve through feedback.
**Requirements**:
- Communications or Marketing Degree or similar.
- Minimum 2 years of Telecoms support experience.
- 2+ years in a SaaS environment.
- Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
- Proven Experience with Application / Internet-Based Customer Support.
- Ability to (after initial training) self-manage and work within multiple systems efficiently.- Excellent communication skills and a positive attitude.
- Demonstrate leadership qualities.
- Progressive personal and business-related ideas.
- Not easily upset, frustrated, or flustered.
- Love of learning and teaching.
- Ability to effective research and monitor upcoming and current technology trends.
- Fully bilingual (English & Afrikaans or other Language).
Bonus:
- A comprehensive understanding of Sales, Marketing, Support, or Operations principles.
**Benefits**:
- Medical Aid Contribution
- Ability To Work Remotely
Bachelors Degree
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