Customer Success Manager

2 days ago

Cape Town, South Africa Graylink Full time

**Job Advert Summary**:
At graylink, helping our customers succeed is at the heart of what we do. We are looking for a Customer Success Manager to join our team in Cape Town. You will manage a global portfolio of mid to enterprise sized clients and help them to achieve better recruiting results by using our technology. Our digital talent solutions help employers automate manual processes to recruit, retain and reorganise talent quickly, efficiently, and for less.

**Minimum Requirements**:

- A relevant tertiary qualification in IT and/or commerce
- At least **five **years experience in an account or customer success management role, delivering measured strategic objectives, to a portfolio of mid/large corporates
- Experience specifically in managing a SaaS product in a B2B customer portfolio
- Contract management and negotiation experience
- Intermediate MS Excel proficiency in using pivots, lookups, basic macros to analyse and report on customer data
- Experience using engagement tools like Intercom to analyse and influence SaaS end-user behavioural trends
- Ability and experience to deal with executives, senior managers and decision-makers in a corporate or government environment
- Project and/or change management experience
- Experience in talent management or exposure to corporate HR business processes
- An affinity for technology (you don't have to write the software, but it would help if you love playing with new technology and gadgets)

**Duties and Responsibilities**:
Our Customer Success Managers work with a portfolio of leading corporate and large government organisations, to ensure that our recruitment tech solutions help them achieve their strategic talent sourcing and recruitment goals. Liaising directly with clients' HR decision-makers, you will establish and deliver proactive account plans which will drive improvement in the quality and efficiency of their recruitment processes and the way they use our products.

**Responsibilities**:

- Build excellent relationships with clients at all levels, from Exco to end-users
- Drive customer success ROI by creating and delivering on strategic account plan objectives
- Manage your clients' commercial contracting, negotiations and instructions for finance/billing
- Provide clients with functional support when needed and ensure escalation of technical support to relevant channels
- Grow customer revenue by identifying up-sell and cross-sell opportunities
- Maintain client CRM information
- Identify and deliver training and change management initiatives
- Meet with clients remotely and onsite (if needed)
- Quality assurance of all work delivered to clients
- Liaise with our product teams to provide feedback on new requirements into the development roadmaps
- Become a specialist in all our products, in our clients, and in our market-positioning.
- Assist in product testing

**What you can expect from us**:

- Competitive remuneration
- Flexible working environment (plan your own diary / work remotely or from the office)
- The opportunity to meet with and influence a wide variety of decision-makers in the corporate recruitment space. Become a thought leader in the industry

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