Client Success Agent

1. Job Details / Classification

• Position / Job Title: Customer Success Agent (also referred to as Client Success Agent / Senior Administrative Assistant in the text)

• Employment Type: Full-Time

• Reports To: General Manager

• Industry: Tech Industry (Preferred)

2. Location & Remuneration

• Location / Region: Randburg, Johannesburg, South Africa

• Work Workspace Model: Hybrid (Part-time in office, part-time remote work)

3. Role Overview / Job Summary

• Overview: The role will immediately step into a coordination and communication function to manage a large corporate client requiring significant operational attention. Future clients may be added to these responsibilities at a later date.

4. Key Responsibilities

• Executive and Administrative Support: Manage daily communication and queries with the client and end users (operational support, system bug logging, ad-hoc communication). Screen incoming correspondence, draft sensitive communications, manage executive/cross-departmental meetings (agendas, minutes), and coordinate hand-offs with the support team.

• Office and Facilities Management / Client Training: Conduct refresher training sessions for clients to ensure system proficiency.

• Project Coordination: Assist the General Manager and department heads with administrative aspects of special projects, tracking deadlines, collaborating with internal teams during implementation, and acting as a trusted client advisor during launch.

• Reporting: Prepare, format, and synthesise confidential executive-level internal reports and presentations to inform senior management of key account status, strategic concerns, and opportunities. Attend meetings to present updates.

• Internal Collaboration & Ad-Hoc Projects: Act as the primary liaison between the key account and internal departments (Sales, Product Development, Support). Lead internal process improvements, product testing, and team initiatives.

5. Qualifications & Experience (Requirements)

• Minimum Education: Bachelor’s degree in business, communications, or a related field (or equivalent experience).

• Years of Experience: 5+ years of relevant experience.

• Preferred Experience: Experience with CRM software and working within the tech industry is preferred.