Customer Success Manager

Description:
Job brief:
We are looking for a technically savvy Customer Success Manager who possesses a strong drive for results to join our Customer Success department. Your position will be key to our growth strategy and you will work closely with our Key customers helping them use ZOHO to its full potential.

**Watch this quick video to get an overview of the role as a Zoho Customer Success Manager at DSL Telecom**

**Responsibilities**:

- Drive the early success phase for our new customers and ensure a positive and productive start to a long relationship
- Own overall relationship of assigned customer accounts, which includes being responsible for customer on-boarding, training, developing innovative solutions, increasing user acquisition and engagement, and ensuring retention and up-sells
- Coach customers at individual level (Key account training) and group level (National paid training & Free Zoho Meet-Ups) to be product experts and train their teams on Zoho best practices so they become increasingly self-sufficient.
- Proactively outline customer critical success factors, metrics for success, potential issues, and provide recommendations
- Proactively coach and guide customers to engage in best practices that enable them to succeed with the ZOHO platform
- Collaborate with Sales, Marketing and Product teams to offer customers a consistently high-quality experience with the ZOHO brand
- Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas
- Identify common customer challenges and proactively suggest better solutions
- Track accounts to identify churn risk and work proactively to eliminate that risk
- Establish a trusted/strategic advisor relationship with each Key customer
- Conduct frequent reviews with accounts to determine customer satisfaction and identify opportunities for improvement and product use expansion
- Identify at risk accounts and minimize monthly and annual churn rates
- Identify upsell opportunities and work with Sales to drive additional revenue from customers.
- Act as point of escalation to ensure effective resolution to all account issues
- Hold product demonstrations for customers.
- Evaluate and improve tutorials and other communication infrastructure.
- Develop and maintain positive business, supplier and customer relationships.
- Report on a regular basis to management your sales activity, accounts status and possible issues.
- Achieve mastery of the ZOHO platform and become an expert in the SaaS space.
- Keep abreast of industry best practices and promotional trends.
- Attend, engage, train and get certified on provided training platforms.
Continuously improve through feedback.**Requirements**:

- Communications or Marketing Degree or similar.
- Minimum 2 years of software support experience.
- 2+ years in a SaaS environment.
- Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
- Proven Experience with Application / Internet-Based Customer Support.
- Ability to (after initial training) self-manage and work within multiple systems efficiently.
- Excellent communication skills and a positive attitude.
- Demonstrate leadership qualities.
- Progressive personal and business-related ideas.
- Not easily upset, frustrated, or flustered.
- Love of learning and teaching.
- Ability to effective research and monitor upcoming and current internet marketing trends.
Fully bilingual (English & Afrikaans or other Language).Bonus:

- A comprehensive understanding of Sales, Marketing, Support, HR, Accounting or Operations principles.

**Benefits**:

- Medical Aid Contribution

Bachelors Degree