Client Success Manager
3 days ago
**Job Advert Summary**:
The Client Success Manager (CSM) at Optix is a key member of the Client Experience team, responsible for managing post-sales relationships with Enterprise clients (and occasionally Mid-Market and SME clients). The CSM ensures client satisfaction by providing day-to-day support, both electronically and in person, while helping clients optimize their use of the Optix Program—focused on improving fleet safety and reducing driver risk and non-compliance.
**Minimum Requirements**:
- Decision Making
- Organisational and time management
- Ability to work under pressure
- Attention to detail
- Strong customer focus and problem resolution skills
- Excellent ability engaging and communicating (Verbal, Written and Presentation) within all levels of an organisation
- Minimum 5 - 10 years of experience in Customer Service or a similar role
- Good experience in an Account Management/Support/Administrative environment
- Experience within Logistical/Transport/Risk Management Industry will be highly advantageous
- Grade 12
- Degree / Diploma / Higher Certificate within the Transport Sector and/or Risk Management
**Duties & Responsibilities**:
- Operate as the lead point of contact for all matters specific to your clients
- Manage Clients’ Program implementation according to company standard, including Deployment roll-out planning, Optix Program Experience and performance related to their program goals and expectations.
- Work alongside other teams for Pilots and New Deployment Projects.
- Establish and own overall relationship with Portfolio of clients, which include: Increasing adoption, ensuring retention, upselling and satisfaction. Build and maintain strong, long-lasting customer relationships. Develop a trusted advisor relationship with key customer stakeholders and executive sponsors. (Multi-level and cross functional interaction) and drive continued value in Risk Mitigation using our products and services
- Liaise between clients and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs. (Including requirement gathering from clients, briefing of internal teams and project management as and when required.)
- Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals. In accordance with Client’s Program Plan/Strategy.
- Manage customer expectations.
- Forecast and track key account metrics.
- In accordance with Client’s Program Plan/Strategy. Identify and grow opportunities within your client base through account planning. Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
- Keep clients informed of product and service developments within Optix
- Project Manage assigned Clients’ Program implementation, including Deployment roll-out planning, Optix Program Experience and performance related to their program goals and expectations. Establish and maintain Client Program Plan/Strategy.
- Working alongside sustainability team, analyse risks and trends identified through the client’s use of the Optix Program, and using Optix best practices and model strategies propose solutions / recommendations to client through Program Performance Reviews - 21 day / Quarterly and Annual.
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