Customer Success Manager

2 days ago

Cape Town, South Africa Parvana Strategic Sourcing Full time

**Client Details**:
Our client is a highly successful FinTech company that works with major banks, retailers and MNO’s to find better ways to transact. They bring together committed people dedicated to delivering innovative enterprise solutions that help their customers contribute to economic growth. As a vibrant and innovative company, they deliver industry-leading expertise and technology to solve real problems every day. You will be joining a dynamic, skilled and delivery focused organisation that offers excellent opportunities for both personal and career growth. Some of the side benefits include a trendy office space, free healthy cooked lunches and regular get togethers.

**Role Responsibilities**:
Primary contact point for clients, collaborating closely with them to understand their objectives, goals, and requirements to ensure success with our platform and services.

Work in partnership with cross-functional teams including engineering, sales, and product to provide clients with excellent support and services.

Foster and sustain strong relationships with clients, serving as a trusted advisor and advocate.

Analyse and monitor customer usage data to identify prospects for growth and expansion.

Increase monthly revenue and mitigate churn by identifying and addressing customer concerns or issues, improving net revenue retention.

Enhance customer awareness of our client's product offering and the customer's roadmap.

Ensure that clients are kept up-to-date on product updates / new features, and that they are making use of all available resources.

Act as a mediator between clients and internal teams, promoting the client's needs and ensuring they are fulfilled.

Deliver / develop metrics and reporting on customer success to management to demonstrate the platform and services' value.

**Preferred Qualifications**:
Bachelor's degree in technology or business.

**Relevant Skills / Experience**:
Possess a minimum of 5 years of experience in a comparable role in the enterprise software industry.

Experienced in managing multiple significant client accounts concurrently.

Demonstrated ability to limit customer churn and increase growth in client accounts.

Proficient knowledge of customer success procedures.

Possess strong communication and interpersonal abilities to develop relationships and establish trust with clients.

Analytical and data-driven mindset, with the ability to translate data into insights and action plans.

Dedicated to providing exceptional customer experiences and taking a proactive customer-centric approach.

Balance a deep sense of empathy for customers with our client's best interests.

Passionate about service improvement.

Ability to work independently with a high degree of autonomy.

Skilled in problem-solving and communication, both written and verbal.

Ability to merge data from multiple sources and present it in a meaningful way.

Proficient in presenting technical solutions in a business context.

Previous experience in the Payments industry is advantageous.

A proven track record of improving net revenue retention is also advantageous.

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