Customer Success Associate

4 weeks ago

Cape Town, South Africa Tagmarshal Full time

You will be trained on and acquire in-depth system and product knowledge, to confidently support your client base and help them implement Tagmarshal successfully at their facility.

Tagmarshal is changing the world of Golf Operations through data and has developed leading traction in the USA, Europe, Canada, the UK and South Africa. Our new team member is accountable, keen to learn, adheres to high quality standards and executes on results and plans within his or her team.

**Position**:Customer Success Associate

**Commencement**: Immediately

**Contract**: Full time

**Work hours**: 8.30AM - 5:00PM

**Location**:Cape Town, South Africa

**WHY WORK WITH TAGMARSHAL?**

Opportunity to work with a dynamic, innovative, globally operating, growth-stage tech company, offering exciting opportunities and challenges.

**RESPONSIBILITIES**:
**CUSTOMER SUCCESS**:

- Client relationship manager role with a heavy focus on helping customers drive improvement using the Tagmarshal system
- Regional specific focus
- Schedule and facilitate Continuous Improvement Plan with your client base
- Review data and identify applicable strategies to promote/implement continuous improvements at course
- Schedule and facilitate regular Customer Success meetings with your client base
- Follow up and reach out to existing clients marked for priority reach out
- Follow up on support-related client communication and hold Support accountable until resolution of queries
- Provide strategies and guidance to assist and promote achievement of Tagmarshal Awards
- Monitor changes in client behaviour in relation to system usage
- Support clients during season change-over and manage queries effectively while liaising with Operations
- Identify upsell opportunities based on client need or requirements
- Ensure client database is maintained accurately

**ONBOARDING**:

- Manage client relationship once handed over from Sales to Operations during Onboarding
- Manage client communication from start of onboarding to completion
- Manage onboarding timelines and liaise with Operations to ensure timelines are met
- Schedule client onboarding meetings
- Flag low or no system usage during early system adoption phase with Operations and follow up with the course

**TRAINING**:

- Ensure new clients are trained using the Tagmarshal Academy and follow up to completion
- Run live and/or online system training with new and existing clients as required
- Provide report on client training progress

**REPORTING**:

- Identify the need for and provide clients with seasonal or regular reporting
- Interpret reports along with Data Analyst team to provide clients with insight
- Set up reporting discussions with clients and provide insight into performance and opportunities

**SALES LIAISON**:

- Assist with developing Re-sign presentations along with Sales
- Liaise with Sales Reps regarding Tagmarshal’s KYC programme (Know your client)

**GOLF EXPERIENCE**:

- In-depth knowledge of golf (player or industry experience)
- Understanding of various roles at a golf course

**REQUIREMENTS**:

- Driven and self-motivated
- Strong time-management skills
- Previous experience with CRM system
- Good problem-solving skills
- Ability to work independently
- Outcomes-driven
- Analytical Skills
- Client-centred approach
- Conflict management skills

**RELEVANT EXPERIENCE**:

- Graduate studies or equivalent
- Experience in Customer Service or Client Relationship Management (preferable)
- Knowledge of golf (required)
- Experience working with remote team (advantageous)

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