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Customer Success Manager

3 weeks ago

Midrand, South Africa AdaptIT Full time

**Listing reference**: adapt_000231

**Listing status**: Online

**Position summary**

**Industry**:IT & Internet

**Job category**:Hospitality and Catering

**Location**:Midrand

**Contract**:Permanent

**EE position**:No

**About our company**
- Adapt IT (Pty) Ltd is a subsidiary of Adapt IT Holdings Proprietary Limited and a market leader in developing specialised vertical market software and digitally-led business solutions that assist clients across targeted industries to Achieve More by improving their customer experience, core business operations, business administration and enterprise resource planning.

**Introduction**
- We are currently recruiting for a Customer Success Manager to manage the complete life cycle of a customer (onboarding, support and account management): - Delivering on all aspects of hospitality business, including delivering on revenue targets. - Analysing and improving business processes, thereby driving efficiencies for your clients. - Managing customer renewal process and ensure less than 2% churn in your accounts.

**Job description**

**PRIMARY RESPONSIBILITIES FOR THE ROLE**

**a) Business Growth**
- To ensure successful customer onboarding
- To drive and position the hotel product offering for strategic growth within your portfolio of customers.
- Drive the hospitality and or Opera pre-sales engagement and processes.
- Focus on large and complex sales opportunities that need creative and complex solutions.
- Perform quarterly business reviews with customers ensuring renewal
- Upselling and cross-selling to customers, introducing customers to new products and services.
- Translate and communicate customer sentiments internally.
- Increase customer advocacy within your portfolio of clients.
- Foster long-term relationships with customers helping them achieve value in our products and services.
- Bridge the gap between sales and support.
- Create resources for customers that help them fully understand and utilise the products and services.
- Keep updated on modern technologies available within the hotel / Opera products and general IT technologies related to our industry.
- To be aware of current trends in the industry and suggest how these trends could be implemented to benefit the micros business.
- Assess client risks and opportunities
- Deliver and share relevant communication to the client regarding business and industry developments.

**b) Sales and Marketing**
- Collaborate with sales teams and clients and drive innovative solution roadmaps to drive outstanding ROI in their businesses.
- Ensure that the customer’s software solution is kept current and up to date, ensuring the customer receives the best functionality possible
- Collaborate with the sales and marketing team to develop customer specific offers.
- Participate in sales efforts and networking activities to enhance the company’s reputation and visibility
- Continuously look for opportunities to add value to the customer through product knowledge and understanding of best practices.

**Minimum requirements**

**MINIMUM QUALIFICATION AND EXPERIENCE REQUIREMENTS**
- Matric / Grade 12 / Equivalent
- Degree or Diploma in Business Degree (advantageous)
- Thorough knowledge of the Opera product
- Minimum 10 - 15 years of management or supervisory experience
- Hospitality qualification essential
- In-depth understanding of the industry and the workings of different departments of a company, including finance, sales and human resources
- Excellent leadership and organisational skills
- Strategic planning and business development

**DESIRED SKILLS AND QUALITIES**

Personal Attributes and Qualities
- Strategic thinking
- Decision-making skills
- Micros product knowledge
- Project and time management
- Problem solving
- Change management
- Excellent communication and people skills
- Excellent leadership and management skills