Client Success Manager

1 week ago

Cape Town, South Africa Zeal HR Full time

Our client a trusted Managed Solutions Provider focusing on optimising cloud infrastructure and cyber security is looking for a Client Success Manager to be based in Johannesburg.

**Requirements**:

- Matric/ Grade 12 Certificate
- IT Diploma or Degree will be an added advantage
- Strong technical IT Background is a MUST
- Strong IT Sales experience is a MUST
- Experience with bringing in new clients and maintaining current client relationships
- SLA negotiation experience

**PURPOSE OF POSITION**:
The Client Success Manager builds and nurtures business relationships with clients, focusing on delivering digital change/ adoption leveraging the Cyberlogic ecosystem. This ecosystem includes Managed Support Services, Procurement, Projects and Hosting services. A key outcome for the CSM is careful orchestration of a digital transformation journey based on an improvement plan relevant to each client’s specific need. This role is also accountable for maintaining and growing revenue in accounts by providing appropriate solutions to solve client business problems.

**Key Responsibilities**
- Maintain and build relationships with key client stakeholders
- Collate reporting to share at regular check-ins to align on value-driving metrics
- Proactive client risk and issue management
- Bill of ICT assessments
- Develop deep context of the client landscape and their operating model
- Understand the impact of business trends and emerging technology on our clients and their customers and staff
- Generate value by working with our clients to create innovative solutions to business problems

**Accountable**
- Client portfolio and business relationship management
- Maintaining and growing revenue in accounts
- Managing commercial risk

**Responsible**
- Commercial management
- Delivery management
- Client satisfaction

**Demand Management**
- Opportunity and pipeline development initiatives
- Drive both client demand and support the sales process
- Develop account plan with the support of the greater Client Success and Delivery team
- Lead client to successfully operate their IT landscape, from Adoption to Digital Transformation
- Develop an improvement plan and execution roadmap to augment the client’s IT landscape

**Delivery Management**
- Project portfolio management across client accounts
- Appropriate allocation of teams in conjunction with the projects manager to deliver planned initiatives
- Manage project quality, milestones, budget, risks and issues
- Build partnerships with internal teams to support effective service delivery
- Manage client expectations and retrospectives following delivery initiatives
- Develop reusable intellectual property and collateral for knowledge sharing

**Commercial Management**
- Annual SLA renewal planning, negotiation and approval
- Manage commercial risk ensuring contracts are signed and in place timeously
- Project proposal coordination
- Project forecasting and billing
- Project Statement of Work support
- Compliance management of Cyberlogic terms
- Management of profitability of projects and services

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