Customer Success Manager

6 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 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 help them to achieve their strategic talent sourcing and recruitment goals.

Liaising directly with Talent and/or Recruitment Managers, you will establish and deliver proactive account plans which will drive improvement in the quality and efficiency of the recruitment process and our technology solutions.

You will also work with customers to ensure that they continuously track and optimise the use of our solutions and ensure they are trained and have the right capability to deliver the return on investment. By working closely with customers, you will continuously develop your market knowledge and customer understanding and be able to feed that understanding back into our product and client service development.

A typical day might be spent analysing metrics to track your customers' ROI, meeting with key stakeholders to plan and review success objectives, end-user training, and working on internal projects, e.g. briefing customer requirements into our product development roadmap or participating in testing and productising new product features we release.

**Responsibilities**:

- Ensure customer success and retention by ensuring ROI
- Grow customer base by identifying up and cross sell opportunities
- Training and change management
- Travel (if required) for onsite meetings with customers based around the country

**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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