Customer Success Manager

4 days ago

Sandton, South Africa Broll Property Group Full time

**POSITION PURPOSE**

Engage with clients to establish business requirements, draft business specifications for the development team to utilize in development of system enhancements. Engage with project manager if developed end product does not match original business specification.

Manage the relationship with the customer through regular formal minuted meetings. Ensure all queries & escalations are documented and attended to timeously.

Evaluate requests for changes and enhancements to the system and ensure the project manager is provided detailed requirements.

Ensure all requests and tasks are logged and tracked on the IT support and software development fault centre management systems.

Ensure all billings are processed accurately and timeously (before the 3rd working day of each month), accompanied by accurate supporting documentation.

Ensure the client is issued with a monthly standard reviewed SLA report which is presented in the monthly management meetings.

Where required provide client training of the system and manage escalated requests

**ESSENTIAL FUNCTIONS AND BASIC DUTIES**

**1. Assumes responsibility for business analysis**
a. Collecting, evaluating business requirements
b. Drafting business specifications from requirements
c. Working alongside teams within the business or the management team to ensure the business specification meets their needs
d. Ensuring the developed solution meets the original business specification
e. Keeping the client or business unit informed

**2. Assumes responsibility for customer engagement**:
a. Manage the relationship with the customer through regular formal meetings
b. Manage all communications from and to the client
c. Liaising with the project manager and customer to ensure clear business requirements are drafted and maintained.

**3. Assumes responsibility for presenting and training where necessary**:
a. Manage the communications and presentations of all new system enhancements to the client.
b. Where necessary manage escalated logged call requests, ensuring the project manager and support & training managers are informed of escalations, with follow-ups where appropriate.

**4. Assumes responsibility for managing debtors billings and arrears collections**:
a. Ensure all billings are accurately, as per the standard agreement in place
b. Ensure all billings are processed timeously (before the 3rd working day of each month), accompanied by accurate supporting documentation

**PERFORMANCE MEASUREMENTS**
1. Business Analysis
2. Customer Engagement & Management
3. Billing & Arrears Management
4. Balanced Scorecard

**EDUCATION/CERTIFICATION**:
Bachelor Degree in Finance/Business Administration/Information Technology

**REQUIRED KNOWLEDGE**:
Detailed knowledge of the property industry
Knowledge of database administration/management

**EXPERIENCE REQUIRED**:
At least 5 years of property administration or financial management essential
Experience working with senior decision makers
Experience in finance / book keeping

**SKILLS/ABILITIES**:
Strong verbal and written communication skills
Strong interpersonal skills
Advanced Excel skills
Strong technology skills
Strong analytical skills and inclination for problem-solving
Ability to write comprehensive reports
Attention to detail

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