Customer Success Analyst

3 weeks ago


Sandton, South Africa Salb Full time

**Objectives of this role**
- Own the entire relationship with assigned clients,
- Onboarding clients once won, implementation, training, adoption, retention, and satisfaction.
- Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
- Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
- Communicate effectively with both internal and external senior managers to better understand customer needs, maximise retention and growth, and share learnings
- Maintain existing customer-success metrics and data as directed

**Responsibilities**
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
- Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals
- Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables
- Collaborate, problem-solve, and/or strategise with team members on upcoming client meetings

**Required skills and qualifications**
- Proficient in using technology, data and analytics.
- IT Business Analysis a must
- Data and client relationship management (CRM)
- Three to five years of experience in communications, marketing, sales, account management, or customer success
- Strong skills in verbal and written communications, strategic planning, and project management
- Analytical and process-oriented mindset
- Ability to work effectively across multiple departments in a deadline-driven environment
- Active team player, self-starter, and multitasker who can quickly adjust priorities

**Preferred skills and qualifications**
- Knowledgeable in CX
- Bachelor’s degree or equivalent
- Knowledge of project management tools
- Experience in call centre debt collections and revenue management would be an added advantage.



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