Client Success Consultant

1 month ago

Cape Town, South Africa Outsourced CFO Full time

Outsourced CFO is looking for a customer-centric individual who will champion client satisfaction and foster long-term relationships. You will be instrumental in guiding clients through their journey from onboarding to driving service adoption, and cultivate a culture of success.

Reporting directly to the department heads of our Growth and CFO divisions.

Job responsibilities will include, among other:

Client engagement and interaction

  • Establish regular touchpoints with clients to maintain open lines of communication and demonstrate ongoing support and commitment
  • Actively listen to client feedback, concerns, and suggestions, and take proactive steps to address them in a timely manner with the relevant staff
  • Regularly check in with clients to assess their satisfaction levels, gather insights into their evolving needs, and identify opportunities for value-added services or features
  • Align quarterly meetings between the client and head CFO/ACC consultant
  • Check in with consultants to manage and support the workflow of clients to best service their needs
  • To build and maintain good relationships with existing clients

Client satisfaction and retention

  • Implement a structured feedback mechanism, such as surveys or regular check-ins, to gather insights into client satisfaction levels and identify areas for improvement
  • Proactively communicate with at-risk clients to understand their reasons for dissatisfaction and work towards resolving their concerns to prevent churn
  • Identify opportunities to engage with clients in-person between the consultants, POD leaders and head of departments
  • Develop action plans to address any issues or concerns raised by clients promptly, demonstrating responsiveness and commitment to their success
  • Recognize and celebrate milestones and successes achieved by clients, reinforcing positive experiences and fostering a sense of loyalty and partnership

Account growth and upselling

  • Identify opportunities for upsell or cross sell between client facing departments
  • Engage with potential new clients and provide service offerings
  • Collaborate closely with sales or account management teams to develop targeted upsell strategies and initiatives tailored to each client's unique requirements
  • Monitor and track the success of upsell efforts, analyzing conversion rates and revenue impact, and iterate on strategies based on performance insights

Administration

  • Update time sheets weekly to ensure accurate recordkeeping
  • Attend regular in office days and office functions
  • Foster a culture of teamwork, collaboration, and mutual respect between the team and client
  • Communicate retainer changes to POD leader and Accounts team e.g. “a client down- or upscaling on their retainer” 

The ideal candidate for this position will have 2 or more years’ experience together with a graduate degree in the relevant field.

Characteristics of the ideal candidate

  • Strong communication skills
  • Client focused & showing empathy
  • Concern for others & interpersonal relationships
  • Dependability & stress tolerance
  • Planning & reality testing

Skills and abilities of the ideal candidate

  • G-Suite skills
  • CRM experience, Zoho would be beneficial
  • Discretion and confidentiality
  • Organizational and time management skills
  • Excellent written and verbal communication

Our OCFO values:

  • Family first
  • Integrity matters
  • Switched on Thinking
  • Excellence in everything
  • Growth and success

Salary: A market related salary will be offered for the position depending on the candidate’s qualifications and experience.

Head Office: Cape Town City Centre, Western Cape (candidate to be Cape Town based with a hybrid working option)

Permanent Contract - Subject to a three-month probation period.

Starting Date: 1 July 2024

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