Customer Success Manager

At Silversoft, we are passionate about helping businesses reach their full potential. As a leading enterprise software company, we offer innovative solutions to a diverse range of clients across the globe. Our industry-leading software is specifically designed for people and project-centric firms, supporting a portfolio of clients in Advertising, Architecture and Engineering, Consulting, Audit & Accounting, and Legal. With our best-of-suite features, we empower businesses to attract and retain the right talent, win new business, deliver excellent projects, drive productivity, and gain deep insights.

Our award-winning Deltek Premium Partner status is a testament to our dedication to excellence, having been named Best International Partner (Rest of World) for six consecutive years. At Silversoft, we offer a high-performance, flexible, collaborative, and intensive working environment, delivering enterprise software that delivers real value to our clients and drives success through supporting the entire project lifecycle.

**Responsibilities**:
The main responsibilities are (but is not limited to):

- Play a leading role in the onboarding of new key account customers and guide them through the implementation process. You will not be executing the actual training but supervise the implementation project and ensure that our customers goals are met.
- Supervise, and provide ongoing support to customers to ensure their success with our products and services.
- Identify opportunities to upsell and cross-sell products and services to existing customers and build repeatable programs around it, i.e.. a yearly customer health-check.
- Collaborate with cross-functional teams to ensure that customers receive the best possible experience.
- Proactively monitor customer usage and identifying potential issues before they become problems.
- Develope and execute strategies and programs to increase customer retention and loyalty.
- Serve as the voice of the customer and provide feedback to the product development team and to our software partner Deltek to improve products and services.
- Build processes that ensures all customer inquiries and issues are addressed in a timely and professional manner.
- Develope and maintain a deep understanding of our products and services. Extensive training and onboarding will be provided.
- Own the relationship marketing process. You will work with marketing to build case stories and newsletters. You will work with product development to ensure timely and concise information about new releases and other relevant communication.

**Qualifications**:

- Bachelor’s degree or equivalent industry related qualification
- Minimum of 3-5 years of experience in customer success or account management in a SaaS business
- Excellent communication and interpersonal skills
- Strong problem-solving and analytical skills
- Ability to build strong relationships with customers and internal stakeholders
- Proven track record of achieving customer retention and upsell/cross-sell targets
- Strong understanding of SaaS business models and industry trends
- Strong knowledge of the advertising agency industry.
- Positive mindset and ability to empathize with customers.
- Leadership skills to manage and develop a team of two direct reports.
- Excellent verbal, writing, and presentation skills.

As a member of our management team, you will play a crucial role in bringing Customer Care and Customer Success to the next level, providing support and services beyond our customers' expectations. Your emphatic skills will be key in putting yourself in our customers' shoes and provide exceptional service.

**Benefits**:
We offer a competitive salary and benefits package. We also provide ongoing training and development opportunities to help you grow and advance in your career. Your compensation will be split by basic salary and commission on renewals.

Ability to commute/relocate:

- Woodmead, Gauteng: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- Bachelors (preferred)

**Experience**:

- Customer Success or Account Management: 3 years (required)
- SaaS business: 3 years (preferred)