Client Success Manager

The Optix Client Success Manager (CSM) forms part of the Client Experience team and serves as a direct point of contact for Optix's Enterprise clients and will be responsible for managing assigned clients' post-sales. The CSM will interface with Enterprise Clients and, when required, Mid-Market and SME clients on a day-to-day basis (electronically and in person) to ensure that their expectations are met or exceeded. This position plays a crucial role in the overall success of the Optix Program which helps our clients identify, isolate, and better understand the role of risky driving behaviour and non-Compliance in their drivers and their fleets on their overall Risk and Safety Profile.

The CSM actively manages Client relationships by assisting to reduce churn, increase existing revenue and influence new sales opportunities within them.

Being passionate about engaging our customers and expanding their use cases and create win/win environments for all parties that the CSM works with.

• Decision Making
• Organisational and time management
• Ability to work under pressure
• Attention to detail
• Strong customer focus and problem resolution skills
• Excellent ability engaging and communicating (Verbal, Written and Presentation) within all levels of an organisation
• Minimum years of experience in Customer Service or a similar role
• Good experience in an Account Management/Support/Administrative environment
• Experience within Logistical/Transport/Risk Management Industry will be highly advantageous

• Operate as the lead point of contact for all matters specific to your clients
• Manage Clients' Program implementation according to company standard, including Deployment roll-out planning, Optix Program Experience and performance related to their program goals and expectations.
• Work alongside other teams for Pilots and New Deployment Projects.
• Establish and own overall relationship with Portfolio of clients, which include: Increasing adoption, ensuring retention, upselling and satisfaction. Build and maintain strong, long-lasting customer relationships. Develop a trusted advisor relationship with key customer stakeholders and executive sponsors. (Multi-level and cross functional interaction) and drive continued value in Risk Mitigation using our products and services
• Liaise between clients and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs. (Including requirement gathering from clients, briefing of internal teams and project management as and when required.)
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals. In accordance with Client's Program Plan/Strategy.
• Manage customer expectations.
• Forecast and track key account metrics.
• In accordance with Client's Program Plan/Strategy. Identify and grow opportunities within your client base through account planning. Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Keep clients informed of product and service developments within Optix
• Project Manage assigned Clients' Program implementation, including Deployment roll-out planning, Optix Program Experience and performance related to their program goals and expectations. Establish and maintain Client Program Plan/Strategy.
• Working alongside sustainability team, analyse risks and trends identified through the client's use of the Optix Program, and using Optix best practices and model strategies propose solutions / recommendations to client through Program Performance Reviews – 21 day / Quarterly and Annual.
• Assess, troubleshoot, and resolve issues to improve the Client's Optix experience including managing Client system data and asset management and communicate findings and recommendations on critical initiatives to Optix Management, internal team members and Clients.
• Ensure Client's product and service knowledge and training
• Ensure that the Organisation's reputation, integrity, and quality is always maintained
• Ensure that correct prescribed standards of practice/documentation are followed as well as communicated to company employees and customers
• Ensure that the correct prescribed training material is used as well as made available at training sessions
• Assist in managing or leading Client initiatives and special projects as needed
• Monthly reporting and statistics as required.