Customer Success Manager

2 days ago

Cape Town, South Africa Fiskal Finance Full time

As a Customer Success Manager, you will be working closely with clients to build sustainable and long lasting relationships, with an exceptional customer experience, ensuring that we meet our service level agreements and be the glue between clients and technical team members. This position offers a unique opportunity for Customer Success Managers to expand their skill set and gain valuable experience in servicing dynamic clients operating in diverse industries around the world.

**Key Responsibilities**:

- Customer experience: Holding the customers hand throughout their journey with our firm, collaborating with technical team members and ensuring that customers experience is elevated throughout the process.
- Customer support: Changing finance team members within a business usually is associated with a high level of stress, and your responsibility is to ensure that the customer is supported and informed throughout their journey.
- Customer feedback: We highly value customer feedback and these data points are crucial for management to make decisions on. You will be responsible for gathering customer feedback consistently.
- Customer Advocacy: Managing the process to gather our customer net promoter score continuously.
- Referral mining and customer testimonial capture: Consistently requesting referrals from customers and gathering testimonials for our database too use.
- Service level agreement outputs: Consistently review customer service level agreements, and reporting on fulfillments and shortcoming to the Chief of Operations.
- Scoping changes to service level agreement: Throughout the process of maintaining customer relationships, ensure that new requests or new products needed are added to service level agreements and communicated to the Chief of Operations.
- Continuous Learning: Stay up-to-date with industry trends, new systems, accounting regulations, and best practices to maintain a high level of expertise.
- Collaborative Environment: Work collaboratively with cross-functional teams, including C-Suite executives, Start-up Founders and entrepreneurs, Auditors, and Legal advisors, to provide holistic financial solutions.

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