CUSTOMER SERVICE MANAGER [IT/SOFTWARE]

Location: Remote, Gauteng

Our Software as a Service Client is looking for an experienced Customer Service Manager to join their team on a hybrid basis.

 

Responsibilities:

 

  • Build strong relationships with our clients to understand their needs and ensure their success with software products.
  • Serve as the main point of contact and liaison between clients and the rest of the external product teams.
  • Empower customers to connect their goals and challenges with the solution.
  • Take ownership of new accounts and manage their onboarding.
  • Lead online webinars, consultations, and one-on-one demos to educate customers on the features of our product.
  • Stay in touch with clients to ensure that they're realising the full potential of the software.
  • Build, own, and execute client success and engagement plans.
  • Navigate client organisations to uncover additional product applications & opportunities for partnership.
  • Spearhead internal cross-functional improvement projects.
  • Represent voice of the customer and influence product development roadmap.
  • Partner with Consulting and product teams on upsell, cross-sell, and expansion opportunities.

 

Requirements:

 

  • Matric
  • Relevant degree or diploma is preferred.
  • At least 3 years B2B SaaS customer success, account management or consulting experience working with accounts of various sizes
  • Superb written and verbal communication skills
  • Bold, self driven and high energy
  • Ability to take initiative and adapt
  • Prior experience in strategy consulting - advantage
  • Strong customer-facing and presentation skills with the ability to establish credibility with executives.

Please note: shortlisted candidates will be contacted within 5 days for interview. If not contacted, please consider your application unsuccessful.

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