Customer Success Manager
1 week ago
WE ARE HIRING
Customer Success Manager
Location
: Durban, KZN
Company
: Point
About Point
At Point, we help the world's biggest brands turn marketing investment into measurable growth. Operating across Africa and the Middle East, we deliver creative, print, POS, and promotional solutions through innovation, insight, and operational excellence.
The Role
As a
Customer Success Manager (CSM)
, you will oversee the frontline customer relationships, ensuring the operational delivery of agreed parameters and/or contract terms. You will plan, organise, staff, control, and oversee realised revenue and opportunity generation. The primary purpose is to achieve a highly effective & efficient service to maximise
customer satisfaction
.
Key Focus Areas
Your work will contribute to operational excellence and revenue growth as part of the frontline team. Key focus areas include:
- Customer Relationships & Retention:
Establish, maintain, and nurture professional relationships with all key stakeholders. Focus on driving
Client Retention
by amplifying admiration and future-proofing services. - Operational Execution:
Execute and maintain workflows and practices that enable the delivery of customer service level agreements (
SLA
). Ensure effective execution of customer strategic priorities and on-time & in full (
OTIF
) delivery. - Revenue & Opportunity Generation:
Provide revenue forecasts that align with budget objectives. Focus on achieving metrics like
Customer Lifetime Value (CLV)
and
Organic Revenue Growth
. - Governance & Compliance:
Manage and maintain customer approval requirements (Commercials, PO's, sampling, etc.) and ensure awareness and mitigation of risks.
Qualifications & Experience
- Qualifications:
Grade 12 (Matric) is required, with a Diploma and/or certification in a related field being advantageous. - Work Experience:
3+ years' experience in a similar role and/or industry. - Specialised Experience:
Experience in customer service and people management is advantageous. The role involves consistent engagement in a marketing environment, typically covering
Creative, Print, POS, & Promotional Merchandise
requirements.
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