Customer Success Manager

4 weeks ago

Cape Town, South Africa Afferent Software Full time

**Role: Customer Success Manager**:We are looking for a detail-oriented Customer Success Manager who will be an essential strategic and implementation partner of sales and business development operations, supporting our customers at every stage of the buying process

**Company Key Selling points**
- We care about our customers and our team; we like to work hard but we realise life is not only about work and we continuously work to make sure our people are happy and feel supported.
- We have a flexible culture with relaxed dress, flexible working hours and working conditions (with optional late starting up to 10am and work from home possibilities), regular in-office lunches, and various office amenities including a pool table and an energising vibe.
- Although we are a small team of 25, you have the comfort of knowing the company has been around for over 16 years and looks after its staff as a priority.
- We are committed to continuous innovation and bringing out the best products in Payments.
- We work with some big international customer names.
- Our people have the ability to travel to the UK and US amongst other countries.
- We provide entry into, and training, in the highly complex and sought-after international Payments market.

**Role Purpose**

Our Customer Success Manager’s responsibilities include supporting customers as they transition from sales prospects, building close relationships that last beyond any one project or job-order to a lasting relationship with the business itself.

Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other departments to ensure customer questions and concerns are addressed in a timely manner.

Your job is to develop a positive customer experience by delivering maximum value for a customers’ investment in our products and help make customers successful. Their success leads to loyalty and eventually advocacy for our product solutions and our brand - this reduces churn and supports our revenue goals.

**Qualities**

The Customer Success Manager will report to the Head of Sales & Marketing and does not currently have direct reports. There are some fundamental qualities that we are looking for in our Customer Success Manager
- You really enjoy forming and maintaining relationships. This comes naturally to you; you are a people person - and you’re not faking it. You have a propensity for relationship building and doing it quickly. People trust your knowledge, trust that you understand their needs, and trust that your recommendations really are in their best interest
- You have genuine empathy, naturally. You are able to connect with customers over both their successes and frustrations to develop a long-term bond. You are able to draw on those experiences, both positive and negative, and use them to create your own personal CSM methodology
- Collaboration skills. You love teamwork and the ability to work across different internal groups to improve the customers’ experience. One of your main roles is communicating customer pain points to different teams within our business
- You are proactive - while customer service reps react as problems come up, our CSM works to fix issues before they happen. You proactively look out for our customers’ business, suggesting new and innovative ways to keep them succeeding with our products
- You are a natural communicator - you pride yourself on your communication, social, and eloquent professional writing skillswith customers and internal stakeholders to create solutions that grow our customer base. You can comfortably present online or in person to inform, sell, or educate senior decision makers and management at different levels
- You enjoy finding solutions to problems or challenges. To you, problems are just opportunities in disguise
- You are a high performer and a safe pair of hands - leading by example, taking care to deliver on your promises or manage expectations otherwise
- Strong organisational and project management skills: you are able to keep up with and adapt quickly to competing priorities in a fast-paced environment, keeping not only yourself organised, but other team members, too. You understand how to lead several projects and customers at one time
- Analytical skills and attention to detail - since you are responsible for customer success that has various moving parts, you are passionate about understanding each customer’s unique needs to provide a personalised experience. You are also comfortable to use customer data as well as larger customer trends to improve the overall experience

**Core Responsibilities**

The expected duties and responsibilities are classified into three parts:
A. Establish customer support practices
- Ownership of customer experience once an active account
- Implement new programs that will increase our business’ revenue potential and minimise churn ra

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