Customer Success Manager
3 weeks ago
Johannesburg North, Gauteng - Customer Service**
Customer Success Manager (JB1854)**
Johannesburg North, Gauteng
R25 - 37 500 per month
Duration: Permanent
As the Customer Success Manager you will provide remote customer success management services in English and/or German to a Swiss FinTech company who provides a cloud platform that digitizes communications and order/claim processes for insurance and real estate management companies.
**Minimum Requirements**:
- Bachelors degree
- Minimum of 4 years relevant experience
- Strong customer orientation skills
- Robust customer interaction skills
- Maintaining a positive, empathic and professional attitude towards customers at all times
- Able to conceptualize solutions
- Ability to troubleshoot and work under pressure
- Positive, encouraging and enthusiastic
- Team orientated
- Proficient in Microsoft Office
- Fluent in English (fluency in German highly favourable)
**Duties and Responsibilities**:
- Customer support and onboarding on cloud-based platform
- Explain and convince customer why registration makes sense
- Support customers throughout the user journey
- Address customer queries
- Answering support tickets from customers and ensuring satisfaction
- Regression testing on cloud platform
- Report on customer experience
- Excellent note-taking on customer interactions, transactions, comments and complaints
- Providing feedback on efficiency of customer service process
- Training service providers for smooth integration into the network
- Internal communication with all stakeholders, in particular with the Sales and Project Management Teams
- Support the billing process through the clients ERP
- Acting as deputy to the Operations Manager in case of absence
- Helping to conceptualise, build and lead support in SA
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